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ITSM Service Management: Not Just for IT Anymore

SM Service Management: IT NOT JUST FOR IT ANYMORE 51% 25% 49% 26% of organizations have adopted or are planning to adopt IT service management (ITSM) outside of IT... Yes Planning to or are currently adopting ITSM in non-IT areas No and no plans to do so Non-IT areas in which service management is being applied Percentages reflect only those adopting ITSM outside of IT 74% 38% 38% 30% 24% 12% Human resources/ Training human capital Customer Facilities Financial Other service/ services support Most common ITSM processes applied outside of IT Percentages reflect only those adopting ITSM outside of IT Change management Incident/service Customer Problem management request management Service Knowledge management relationship management 43% 51% catalog 75% 47% 44% 52% Asset management 38% AZZ Most popular ITSM frameworks methodologies in non-IT areas Percentages reflect only those adopting ITSM outside of IT 64% 26% 24% 21% Six Sigma LEAN Knowledge-Centered Support (KCS) ITIL "Service "ITSM" If not in IT, what is ITSM called? management" 80% use the term "Business service "service management" management" "Process management" | 25% 10% call it "ITSM," "ITIL" even outside of IT are using other terms, such as “business service management," "process management," or "ITIL" Where is the push coming from? Maybe not where you would think... IT/CIO NON-IT Business unit leader C-level Other 53% 35% 23% 12% (respondents selected all that applied) What is the impact on IT? IT supports the tools other areas use for service management 66% IT has played a consulting role 51% IT expanded its scope of services and/or support as a result 45% Recognition of value provided to the business 45% Additional funding as a result 10% The expanded capabilities of the technology have been the biggest driver for organizations to move ITSM outside of IT 61% -while- 32% were influenced were influenced by the expanded capabilities of the technology by a business need or challenge ABOUT THE TOOLS 13% 19% 68% No, and no plans to do so Currently use Planning to implement or are currently implementing one service management solutions 87% of organizations are using or have plans to use a service management solution Most common service management solutions used (or to be implemented) Includes those with more than 3% using each tool. ServiceNow 28% BMC-Remedy / ServiceDesk Express/Footprints/ Track-It!/Remedyforce/Remedy OnDemand HP-Peregrine/Service Manager / Service Desk/ Service Center 24% 9% Developed in-house (homegrown) 8% Salesforce.com 7% CA-Service Desk Manager/Unicenter 6% Cherwell Service Management 6% FrontRange-HEAT / ITSM 4% Of those: of organizations report that their solution is capable of being used outside of IT 73% L, Of those: 47% of organizations are using the tool in non-IT areas 28% more have plans to do the same plus Source: "Service Management: Not Just for IT Anymore," HDI and itSMF USA Responses collected from 1,197 IT professionals, surveyed July-August 2014 OHDI %24

ITSM Service Management: Not Just for IT Anymore

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Many service organizations have adopted or are planning to adopt IT service management (ITSM) outside of IT

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