How Companies Benefit From ITSM

 
 
By Dennis McCafferty  |  Posted 04-21-2015 Email
 
 
 
 
 
 
 
 
 
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    Well Done
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    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.
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    Staffing Surge
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    Staffing Surge

    Nearly one-half said their ITSM team is poised for growth.
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    Highly Involved
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    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.
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    Needed Outcomes for ITSM Expansion
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    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%
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    On the Go
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    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.
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    Win-Win Situation
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    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.
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    Management Tool
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    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.
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    Top Uses for CMDBs/CMS
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    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%
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    Improved Visibility
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    Improved Visibility

    71% of survey respondents have some plans for applications discovery and dependency mapping (ADDM) adoption.
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    Smooth Transition
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    Smooth Transition

    31% are using ADDM to support cloud migration efforts, and 30% said it's needed for better management of assets.
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    Auto Pilot
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    Auto Pilot

    60% of survey respondents are committed to invest in advanced levels of change automation over the next 12 months.
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    Biggest Priorities for Automated Change Management Tools
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    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%
 

CIOs are leading their organizations to greater efficiencies and improved user experiences through the increased use of IT Service Management (ITSM), according to a recent survey from Enterprise Management Associates (EMA). The report titled "What Is the Future of IT Service Management?" reveals that the vast majority of companies adopting ITSM said they've met with considerable success in the process. As a result, the ITSM team profile is growing as it takes on more duties throughout lines of business. ITSM is traditionally defined as a process-based practice designed to align the delivery of IT services with the needs of the enterprise and IT users and customers. Despite the positive developments, the report indicates that CIOs and their IT teams must initiate a cultural and even political change to actively promote new ways of working, sharing information and making decisions enterprisewide. With this, they will emerge as "a powerhouse" for governance, efficiency and added consumer and user value. "Successful ITSM teams are seeking more innovative technology adoptions and use cases for these investments–as the need to manage change in support of agile, mobile consumers and hybrid public/private cloud infrastructures actually makes the disciplines and advantages of ITSM more apparent," according to the report, which also includes findings related to mobility, configuration management databases (CMDBs), change automation and other technologies. An estimated 270 executives, managers and professionals involved with ITSM took part in the research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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