IT Needs Better Service Management Tools

By Dennis McCafferty  |  Posted 11-04-2014 Email

IT service management (ITSM) is considered a customer and stakeholder-centric approach to improving the implementation and management of tech functions. In other words, it ensures that business comes first, and tech comes second. Ironically, however, a clear majority of tech professionals say they aren't able to leverage their ITSM solution beyond standard IT processes, according to a new survey from EasyVista. Survey respondents say they'd like to extend ITSM to other business areas in the interest of boosting hiring and retention efforts, as well as product and services sales. With this kind of impact, business-side colleagues would likely hold the tech department in higher regard. Currently, most IT pros in the survey feel the department is under-valued, findings reveal. Survey participants were also asked how they felt help desk staffers were perceived by their organizations: 44% say they were viewed as "reactive" but able to get things done. Another 19% indicated help desk staffers are perceived as "techies." And another 28% say help desk talent is considered "a proactive rock star." An estimated 200 IT professionals participated in the research. For more about the survey, click here.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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