How Companies Benefit From ITSM
Well Done
52% of survey respondents described their organizations as being “extremely successful” or “very successful” with their IT Service Management (ITSM) initiatives, and an additional 36% said they’ve been successful.
Staffing Surge
Nearly one-half said their ITSM team is poised for growth.
Highly Involved
62% of those with expanding ITSM teams said the increase is due to overall company growth, and 41% said it’s because the ITSM team is assuming more responsibilities across lines of business.
Needed Outcomes for ITSM Expansion
Improved internal user experience: 20%, Better operations-to-service desk integrations/processes for incidents/problems and availability management: 19%, Improved operations-to-service desk integrations/processes for configuration/change management: 14%
On the Go
65% of survey respondents said their organization allows for users to access corporate apps via mobile devices–at least in some way.
Win-Win Situation
46% said mobility improves the service desk’s responsiveness to IT service consumers, and 38% said it increases tech efficiencies while reducing operating expenses.
Management Tool
57% said their organizations own a configuration management database (CMDB) or have a configuration management system (CMS)-related investment, and an additional 23% plan to do so.
Top Uses for CMDBs/CMS
Performance-related service impact: 47%, Change management: 44%, Asset management: 44%, Security and/or compliance audits: 39%, Data center migration: 34%
Improved Visibility
71% of survey respondents have some plans for applications discovery and dependency mapping (ADDM) adoption.
Smooth Transition
31% are using ADDM to support cloud migration efforts, and 30% said it’s needed for better management of assets.
Auto Pilot
60% of survey respondents are committed to invest in advanced levels of change automation over the next 12 months.
Biggest Priorities for Automated Change Management Tools
IT process automation: 48%, Systems configuration: 40%, Workflow between service desk and ops: 37%, Storage configuration: 36%, Network configuration: 35%
