IT Needs Better Service Management Tools

 
 
By Dennis McCafferty  |  Posted 11-04-2014 Email
 
 
 
 
 
 
 
 
 
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    Limited Capacity
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    Limited Capacity

    55% of tech professionals say they're unable to leverage their ITSM solution beyond IT processes.
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    Key Business Functions in Need of ITSM Extension: People Power
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    Key Business Functions in Need of ITSM Extension: People Power

    59% would use ITSM to automate HR if they could extend ITSM.
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    Key Business Functions in Need of ITSM Extension: Augmented Offices
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    Key Business Functions in Need of ITSM Extension: Augmented Offices

    47% would automate facilities management.
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    Key Business Functions in Need of ITSM Extension: Consumer Driven
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    Key Business Functions in Need of ITSM Extension: Consumer Driven

    38% would automate external customer service.
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    Key Business Functions in Need of ITSM Extension: Sales Savvy
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    Key Business Functions in Need of ITSM Extension: Sales Savvy

    32% would automate sales and marketing.
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    Rapid Response
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    Rapid Response

    65% rate their own responsiveness to tech needs with "four or five stars," and 48% believe their fellow employees would do the same.
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    An Overlooked Asset
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    An Overlooked Asset

    53% say IT is undervalued, and they have difficulty demonstrating the tech department's value to business.
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    Hands Off
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    Hands Off

    50% aren't using the most recent versions of their on-premise ITSM solution because of upgrade challenges.
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    Heavy Lifting
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    Heavy Lifting

    78% say ITSM customization requires two or more workers.
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    Prohibitive Condition
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    Prohibitive Condition

    One half want to implement Information Technology Infrastructure Library processes, but 30% say their current ITSM solution is holding them back.
 

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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