consulting-portal's Top 5 ITSM Trends in 2010

February 8, 2010

Analysis of Consulting-Portal’s 5th
Annual ITSM Industry Survey

The Top 5 ITSM Trends for 2010

About This Survey
5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010

Consulting-Portal Inc. is pleased to release the
results of our fifth annual IT Service Management
(ITSM) Industry Survey. We would like to thank all
of those who took the time to complete the survey
questions.

Goal of the Survey
The goal of this annual survey is to assess the state
of ITSM implementations within North America
and to use these results to identify key trends and
opportunities for the ITSM community.

Structure of the survey
We designed a set of 35 questions around what we
believe are the critical success factors in any ITSM
initiative:
• Sponsorship
• Organization and Governance
• Best Practices
• Training In publishing the results of this ITSM Industry
• Measurement and Audit Survey, we have faithfully tabulated the responses of
• Continuous Improvement all 189 participants. We make no claim that the
• ITSM Tools responses are the official responses of the
organizations that the participants work for. We
Participants present the results anonymously, without any specific
There were 189 participants who completed our attribution.
survey and submitted their responses.
We have also added our own commentary, drawn
from our experience, where we felt it appropriate.

Participation came from a diverse cross section of
industries including financial services, government
agencies, communications & media, and other
assorted sectors.

2

About Consulting-Portal

Since 1999 CP has been helping IT organizations of
all sizes to assess, design and implement robust IT “In the fall of 2008 Consulting-Portal
Service Management processes. launched ITOptimizer. With ITOptimizer
an organization can Assess, Design and
Consulting-Portal specializes in all aspects of IT
Service and Enterprise Systems Management Govern their IT processes”
including:

• ITSM Strategy & Planning - we help organizations • eAssessment - distribute ITIL or COBIT web
develop and implement their IT Service based assessment questionnaires to any number of
Management strategies recipients over the web. Leverage our built-in
questionnaires or develop your own. Manage the
• ITSM Design & Implementation - we help complete assessment project from distribution
organizations assess, design and implement robust through to the reporting of results. In-depth
IT Service Management processes based on best reporting allows you to identify, slice and dice the
practices such as ITIL, CobiT and ISO20000 data in support of identifying process gaps

• ITSM Education- we deliver a comprehensive • eGovernance - take advantage of Consulting-
curriculum of IT Service Management training Portals Governance reference model to manage
delivered onsite at your facility, virtually over the your processes against frameworks such as ITIL,
web and on-demand through online self paced CobiT and ISO20000. Create and assign
training Governance tasks and measure process compliance
in real-time through dashboards and reports.
We deliver all of our consulting projects on a fixed- Assign responsibility and accountability for
price basis using full-time employees, each with over Governance to specific individuals and capture
25 years of IT experience. evidence of compliance

• eEducation - gain access to a growing curriculum
ITOptimizer - online tools for the ITSM of ITSM education included in the cost of your
practitioner subscription. This education is delivered over the
internet by a live instructor and is focused on
In the 4th quarter of 2008 Consulting-Portal practical ways to make you a better ITSM
released ITOptimizer, our online tool-kit for the practitioner
ITSM practitioner. This tool-kit was initially
designed to improve the productivity of our
consultants on client engagements. We now offer The ITOptimizer solution is a subscription based
that productivity improvement directly to the ITSM service that is hosted at a SAS70 type II datacenter.
practitioner through a cost effective, subscription
based service. There are no capital costs and all software upgrades
and enhancements are included in the subscription
ITOptimizer provides online tools to Assess, Design price.
and Govern your ITSM processes. The modules
include: To learn more about Consulting-Portal please visit
us on the web at:
• eProcess - take advantage of a powerful process
modeling tool complete with a comprehensive www.cportalinc.com
library of field tested ITSM process templates to
accelerate your ITSM process design work.
Capture all elements of a process right down to the www.itoptimizer.com.
tool, data and procedural requirements. Update
your process in a single repository and
automatically produce over 17 different process
artifacts including word documents, flow diagrams,
RACI diagrams and more.

3

Analysis of the Survey Results

The Top Five ITSM trends for 2010 - By David Manville - CEO and Co-founder

Consulting-Portal launched its annual ITSM
Industry Survey in 2005 in order to stay on top of “For the past five years Consulting-
relevant trends so that we could better service the Portal has been conducting the IT
ITSM community. Service Management Industry Survey.
The 5th annual survey has identified 5
Over the past five years the survey has shown that very interesting trends for 2010”
ITSM implementations as a whole continue to
mature which speaks very well of the community of There is more focus on Customer Facing
ITSM practitioners. This years results were
processes
especially exciting.
Incident, Problem and Change Management have
consistently been the focus of most ITSM programs.
We have seen more competition and innovation in However this year we saw the Service Level
the area of ITSM tools. “Software as a Service” Management and the Service Catalog Management
has become a contender in the ITSM tool space and
processes take a dramatic leap forward. We see this
we are also seeing a stronger adoption of auto-
as a positive trend as these processes are key to
discovery and dependency mapping tools in support
bridging the gap between IT and the business.
of configuration management and impact analysis.
SaaS is on the rise as an ITSM solution
In addition, the introduction of SaaS services, not
Software as a Service, Cloud Computing, Utility
only in the ITSM space but in areas such as CRM
Computing - whichever name you prefer, the
and ERP, now provides the business with
trend towards customers subscribing to
more “on-demand” options for their IT
hosted ITSM tools is definitely on the
needs. IT practitioners need to
rise having grown from 0 to 17% in
understand and embrace SaaS as
just 2 years.
part of a holistic Service Delivery
Model as there will be more
demands for these types of solutions Auto-discovery / Dependency
from the business. Mapping is hot
Configuration Management and the
While we are seeing a steady rise in CMDB has long been the holy grail of
organizational support for ITSM there are IT Service Management, but as with most
still some areas of concern. things, the devil was in the details. Populating a
CMDB with all your IT assets and identifying the
Organizational governance of ITSM remains weak relationships between them was an arduous task
which can potentially minimize the value of ITSM that killed most CMDB initiatives. All that has
as processes begin to break-down due to neglect and changed with the introduction of the latest
a lack of organizational focus. generation of Auto-Discovery tools and Dependency
Mapping solutions.
The following is a summary of the five key trends for
2010. We thank you for your support and look We have seen a significant consolidation of vendors
forward to your participation next year. in this space with companies such as BMC, EMC
and HP making significant acquisitions with the goal
Organizational Support for ITSM is up of integrating these solutions into their ITSM suites.
The past five years have shown a steady increase in
executive support for ITSM and this year is no Organizational Governance is still weak
different. Support at the President and CEO level is I believe that the #1 risk facing most ITSM
the highest we’ve seen at 21%. However we still programs is the lack of Governance. There is no
have a long way to go. value in a process that isn’t followed and break
downs will be blamed on the ITSM program.
We have also seen an increase in the number of Effective and practical Governance is the best way to
organizations that have established ITSM groups ensure you are delivering on the promise of IT
with dedicated full-time resources. Service Management.

4

Summary of Results

ITSM Poll 2009 Summary
The following is a summary of the survey results along with our commentary.
The responses are organized by critical success factor.
Organizing for ITIL “Only 29% of the respondents enforce
Time: 49 sec Drop Off: 1.5% Voters:
Question #14:
2. What is the highest level of sponsorship for ITSM governance. A lack of
OnITSM at processes are you currently placing focus (implementingtranslates intoimplement in
which your company? governance directly or planning to a
next54% 6 months)? have active sponsorship
‣ 3 - of respondents Please Check as many breakdown of the processes making it
as apply.
at the CXO level or above. High level difficult to achieve any ROI on the Vote
sponsorship is improving. Last year only 48% program.”
Noneof respondents had this level of support 2.0% 4

‣ Executive sponsorship is critical to the success - 2009/2010 ITSM Survey
Incident Management 65.3% 128
of an ITSM initiative and we feel the lack of
Problem Management 60.7% 119
executive sponsorship directly relates to the Assessing your current state
Change Management 68.4% 134
poor showing in Governance and Metrics 3. Have you conducted an ITSM assessment/
10. HowConfiguration Management ITSM?
Asset / are you organized to support benchmark within the last 18 months? 55.1% 108
‣ 90%Deployment Management
Release / of respondents have allocated either full ‣ 54% of respondents have conducted 38.3% 75
or part-time resources to their ITSM initiative assessment within the last 18 months
Knowledge Management 36.7% 72
‣ 69% of the respondents have a dedicated ‣ Assessments are the catalyst for improvement
ITSM organization
Event Management 19.9%
and the basis of a roadmap and should be 39
ITSM Poll this represents grass roots support for
2009 Summary
‣ We Fullfillment
Request feel done periodically to help keep t he program
39.8% 78
IT Service Management which is crucial for on track and top of mind
Service Level Management 47.4% 93
long-term success 4. How did you conduct the assessment/
15. Do you have formal ITSM governance in place?
Service Catalog Management
benchmark? 47.4% 93
YES - I am29% of to proceed
‣ Only ready the respondents enforce ITSM 100.0% 247
Capacity Management ‣ Of the 54% who conducted an assessment,
17.3% 34
governance. This number has remained surprisingly there was an even split 15.3%
between
Availability Management 30
constant for the past 2 years self-assessments (43%) and using a professional Voters
Question #2: Time: 21 sec Drop Off: 7.7%
IT Service is a significant finding and it is
‣ This Continuity Management 21.9%
services firm (41%), 9% used an on-line tool 43
disconcerting that the number has not
Supplier Management level of active sponsorship forand 5%(IT Service Management) at your
What is the highest ITSM used a hardware/software vendor 9.7% 19
company? since last year. A lack of governance
increased ‣ We believe a self-assessment is an acceptable
IT Financial Management 10.7% 21
directly translates into a breakdown of the option provided that it is based on best Vot
processes making it exceedingly difficult to
Service Portfolio Management 19.9%
practices and conducted in a structured 39
President & CEO Return on Investment (ROI) on
achieve any Improvement Processes 21.1% 48
Continual Service manner. We predict more organizations will
29.1% 57
CXO the program be turning to self assessments. 35.1% 80
Other 1.0% 2
Director (or lower) 34.6% 79

No active sponsorship 9.2% 21
Question #15:

Do you have formal ITSM governance in place? Time: 20 sec Drop Off: 5.3% Voters
Question #3:
Vote
Have you conducted an ITSM assessment / benchmark within the last 18 months?
Defined, implemented and enforced 28.4% 55
Vot
Defined but not implemented 20.1% 39
Yes 53.7% 116
Implemented but not enforced 20.1% 39
No 46.3% 100
No ITSM governance in place 31.4% 61

Question #4: Time: 14 sec Drop Off: 1.7% Voters
Question #16: Time: 18 sec Drop Off: 0.5% Voters:

How did you conduct the assessment / benchmark?
Do you have defined metrics for your ITSM processes?
Vot
Vote
Self assessment 43.9% 50
No metrics 13.0% 25
On-line tool 9.6% 11
Many metrics defined, little actionable data 46.1% 89
Hardware or software vendor 5.3% 6
Actionable data, little to no follow-up 22.8% 44
Professional services firm 41.2% 47
Actionable data used for continuous improvement 18.1% 35

Question #17: 5
Was the assessment of value?


Summary of Results
What is the highest level of active sponsorship for ITSM (IT Service Management) at your
company?

The following is a summary of the survey results along with our commentary. Vot
President & CEO 21.1% 48

CXO 35.1% 80
5. Was the assessment of value? “93% of the respondents see value in
‣ 93% of respondents believed the process
Director (or lower)
conducting an IT Process Assessment 34.6% 79
assessment was of value
No active sponsorship and 52% of those individuals have a 9.2% 21
‣ This supports our view that assessments are in documented ITSM roadmap ”
fact a catalyst for change and a necessary
Question #3: of an ongoing ITSM program
component 2009/2010 ITSM Survey Time: 20 sec Drop Off: 5.3% Voters
6. Do you see value in conducting an ITSM
Have you conducted an ITSM assessment / benchmark within the last 18 months?
assessment/benchmark?
‣ 80% of respondents who did not conduct an 8. What is your roadmap/implementation Vot
Yes ITSM assessment see potential value in timeline? 53.7% 116
conducting an assessment to create a ‣ Among the respondents, approximately one
No 46.3% 100
benchmark with which to measure future third are implementing within one year, 39%
progress within 2 years and the remaining 28% over 2
‣ We recommend that organizations at a
Question #4: years Time: 14 sec Drop Off: 1.7% Voters
minimum conduct a self-assessment as the ‣ Implementation timelines have become more
How did for an implementation roadmap and benchmark?
basis you conduct the assessment / realistic - the majority sees ITSM having a
timeline or to effect continual service 1-2 year implementation timeline. That said - Vot
improvement ITSM must be viewed as an ongoing43.9% program
Self assessment 50
‣ Assessments provide a baseline from which 9. Do you see value in having such a roadmap?
On-line tool be measured
ROI can 9.6% 11
‣ Most respondents that have a roadmap, and
Hardware or software vendor 85% who do not, can see the value5.3% of 6
Establishing services firm
Professional a roadmap/timeline having one 41.2% 47
7. Do you have a documented roadmap/timeline ‣ It is our experience that having a roadmap,
for the implementation of ITSM? with timelines which identify the key
Question (7% increase since last year) have a
‣ 53% #5: milestones, the expected results and the
Time: 8 sec Drop Off: 0.0% Voters
roadmap/timeline for the implementation of quick wins, really lends credibility to the
WasITSMthe assessment of value? project and improves buy-in throughout the
‣ Not having a roadmap can be problematic - organization Vot
Yes especially when senior management asks for 93.9% 107
ROI - the roadmap gives an organization
No 6.1% 7
milestones from which to measure success

Question #6: Time: 11 sec Drop Off: 3.0% Voter

Do you see value in conducting an ITSM assessment / benchmark?
Vot
Yes 80.4% 78

No 19.6% 19


Do you have a documented roadmap / timeline for the implementation of ITSM?
Vot
Yes 53.6% 111

No 46.4% 96


2/15/2010 Powered
6

Summary of Results

Training your people “45% of respondents have an ITSM
31. Do you have an ITSM training program in training program in place.”
place?
ITSM Poll respondents have an ITSM training Consulting-Portal
‣ 45% of 2009 Summary
program in place
ITSM Poll 2009 Summary our experience
‣ This is encouraging because
has already shown that having a training 34. Who currently delivers your ITIL training?
program not only involves and empowers a ‣ About 72% of training is being delivered by
Question #29:
broad group of people building grass roots third party training vendors and theOff: 0.0% Voters:
Time: 19 sec Drop
Question #29: remainder delivered19 sec Drop Off: 0.0% Voters: 1
Time: in-house
Which vendorthe ITSM program, but also helps choose, for Service Catalog or Service Level
support for have you chosen, or plan to
‣ The advantage of third party training
Management? have you chosen, orlanguage choose, for Service Catalog or Service Level
develop and disseminate a common
Which vendor plan to vendors is that they can bring years of
Management?the organization
throughout
relevant industry experience, adding more Vote
32. What is the highest level of ITIL training you
BMC
provide to your staff ? value to the courses they teach 11.2% Votes
13
35. Are you planning on implementing an ITIL
HP‣ There is a decrease in higher levels of more
BMC 11.2%
5.2% 136

HP advanced ITIL training. Over the last 2 years
training program? 5.2% 68
NewScale 6.9%
only 40% of respondents have said they ‣ In addition to the 82 respondents that have
NewScale 6.9%
training programs in place, an additional 33 82
provide their staff ITIL Practitioner/
Oblicore 1.7%
Capability/Lifecycle and ITIL Service
Oblicore
Digital Fuel
are planning to implement one. This0.0% a
means
1.7% 2
0
Manager/Expert training or higher,
Digital Fuel
total of 67% either have implemented or plan
0.0% 0
Service-Now to implement an ITIL training program 16.4% 19
compared to 67% of respondents 3 years ago
Service-Now 16.4% 19
CA
33. What is your preferred method of training your ‣ Only 33% have no training plan 7.8% 9
CA
Other ?
staff ‣ It is our belief that ITSM training is 50.9%
critical
7.8% 9
59
‣ 63% of respondents prefer a dedicated
Other to the success of an ITSM program 50.9% 59
training class, while the remainder (34%) implementation. ITSM is about changing the
Question #30: enrollment
prefer open culture and for that you need to train your
Question #30: people Time: 20 sec Drop Off: 0.0% Voters: 1
‣ Most of the organizations that participated in
What is your level of ITIL certification/training? 36. When do you expect to implement your ITIL
this survey are large fortune 500 companies
What is your level of ITIL certification/training?
which may indicate why there is a preference training program? Vote
ITIL for dedicated classes. Open enrollment is
Foundation (V2 or V3) ‣ Of the 33% who are planning to implement
51.9%
Votes
98
ITIL better suited to training smaller amounts of
Foundation (V2 or V3) an ITIL training program, 69% expect to do
51.9% 98
ITIL Practitioner/Capability/Lifecycle it by the end of 2010 18.0% 34
ITIL staff but can be more expensive in the long
Practitioner/Capability/Lifecycle 18.0% 34
ITIL run
Service Manager/Expert 22.2% 42
ITIL Service Manager/Expert 22.2% 42
Other ITSM related certification (e.g.CobiT,ISO) 7.9% 15
Other ITSM related certification (e.g.CobiT,ISO) 7.9% 15

Question #31: Time: 9 sec Drop Off: 0.0% Voters: 1
Do you have an ITSM training program in place?
Do you have an ITSM training program in place?
Vote
Votes
Yes 45.0% 85
Yes 45.0% 85
No 55.0% 104
No 55.0% 104


What is the highest level of ITSM training you provide to your staff?
What is the highest level of ITSM training you provide to your staff?
Vote
Votes
ITIL Foundation (V2 or V3)
ITIL Foundation (V2 or V3) 58.8%
58.8% 5050

ITIL Practitioner/Capability/Lifecycle
ITIL Practitioner/Capability/Lifecycle 25.9%
25.9% 22
22
ITIL Service Manager/Expert
ITIL Service Manager/Expert 15.3%
15.3% 13
13

Question #33:
7
What is your preferred method of training your staff?
What is your preferred method of training your staff?


Summary of Results
5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 What is your implementation timeline?
What is your implementation timeline?
Vote
Votes
0-6 months
0-6 months
13.8%
13.8%
15
15
6-12 months 16.5% 18
6-12 months 16.5% 18
12-18 months 20.2% 22
Best Practice framework
12-18 months “ITIL is hands-down the predominant
20.2% 22
11. Are you utilizing a recognized process
18-24 months process framework for IT Service21.1% 23
18-24 months 21.1% 23
framework for ITSM?
24 months and greater Management.” 28.4% 31
‣ Of the 187 respondents, 86% are utilizing
24 months and greater a 28.4% 31
recognized ITSM framework 2009/2010 ITSM Survey
Questionindicates that respondents are leveraging
#9: Time: 32 sec Drop Off: 1.0% Voter
‣ This
the abundant, high quality industry
Do you see value in having such a roadmap?
Do knowledge that isin having suchmarketplace Measuring and Auditing
you see value available in the a roadmap?
12. Which ITSM framework are you using? 16. Do you have defined metrics for your ITSM Vote
Votes
Yes Of the 80% who use a recognized ITSM
‣ processes? 85.3% 81
Yes 85.3% 81
No
framework, 94% are using ITIL. This reflects ‣ Only 18% are using metrics for continuous
14.7% 14
No the steady popularity of ITIL as a vendor improvement, and 12% of respondents do
14.7% 14
neutral non-proprietary approach to ITSM not have defined metrics for their ITSM
‣ Of those 94% using ITIL, 60% currently use
Question #10: processes Time: 28 sec Drop Off: 1.0% Voters:
Question #10:
ITIL version 3. Last year 56% were using 17. Are your ITSM processes audited?
How areversion 3
ITIL you organized to support ITSM? ‣ 50% of respondents are auditing their ITSM
How are you organized to support ITSM?
13. Are you planning on adopting ITIL version 3? processes, a 5% increase since last year. It Vote
Votes
‣ 69% of respondents who withstill using ITIL
Dedicated ITSM organization
are full-time resources must be emphasized that processes need to be
46.5% 94
Dedicated ITSM organization with full-time resources
version 2 are planning on adopting version 3 46.5%
adopted and followed in order to deliver value 94
Dedicated ITSM organization with part-time resources 22.3%
- auditing your processes is part of overall 45
Dedicated near future
in the ITSM organization with part-time resources 22.3% 45
14.Part-time resources only are you currently
On which ITIL processes
Part-time resources only governance and governance is what21.8%will
21.8% 44
44
placing focus?
No resources allocated
deliver ROI 9.4% 19
No resources allocated 9.4% 19
‣ The top 5 processes are Change Management
(68%), Incident Management (64%), Service
Question Management (59%), Asset/
Level #11:
Configuration Management (55%), Service
Are Level utilizing a recognized processare
Are you utilizing a recognized process framework for ITSM?
you Management and Service Catalog framework for ITSM?
tied at 47% Vote
Votes
Yes
Yes 86.6%
86.6% 174
174
No
No 13.4%
13.4% 27
27

Question #12:

Which ITSM Process framework are you using?
Which ITSM you using?
Vote
Votes
ITIL V2
ITIL V2 34.1%
34.1% 59
59

ITIL V3
ITIL V3 60.1%
60.1% 104
104

IBM Proprietary (ITPM)
IBM Proprietary 0.6%
0.6% 11

HP Proprietary (ITSM)
HP Proprietary (ITSM) 1.2%
1.2% 22

Microsoft Proprietary (MOF)
Microsoft Proprietary 1.2%
1.2% 22

Other
Other 2.9%
2.9% 55

Question #13:
Time: 21 sec Drop Off: 1.2% Voter

Are you planning on adopting ITIL Version 3?
Are you planning on adopting ITIL Version 3?
Votes
Vote
No
No 30.6%
30.6% 26
26
Yes
Yes 69.4%
69.4% 59
59

8

On which processes are you currently placing focus (implementing or planning to implement i
next 3 - 6 months)? Please Check as many as apply.

Summary of Results
5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 Vo
No
None 50.0%
2.0% 9

Incident Management 65.3% 1
The responses
Question #18: are organized by critical success factor.
Problem Management
Time: 7 sec Drop Off: 0.0%
60.7%
Vote
1

Change Management audit? 68.4% 1
18.Who performsthe audit?
Who performs the “50% of respondents who conduct
Asset / Configuration Management auditors
‣ 33% of respondents use internal ITSM audits use the CobiT framework” 55.1% 1
Vo
‣ WhileDeployment Management auditing their
External
most respondents are not
Release /auditors 38.3%
13.5% 7
1
processes we are seeing an increasing trend to 2009/2010 ITSM Survey
Knowledge Management from outside of IT
Internal Auditorsprimarily
do so driven 36.7%
32.3% 7
3
19.A What framework do you use to audit your
Event Management
mix of both internal and external 19.9%
54.2% 3
5
processes?
Request Fullfillment ‣ Even if your don’t have a quality program in
39.8% 7
‣ 50% of respondents who conduct ITSM effect at your company we do believe you can
Question #19: use the CobiT framework.
process audits
Service Level Management Time: 11 sec Drop Off: 1.0% Vote
use aspects of each of these quality 47.4% 9
TheCatalog Management
Service remainder use ISO/IEC 20000 (29%) or frameworks to supplement your internal
47.4% 9
What framework do you use to audit your processes?
various other frameworks
Capacity Management ITSM initiative 17.3% 3
‣ We have also seen an increase in both 23. Do you see value in linking your IT process Vo
Availability Management of CobiT from within
awareness and the use initiative to a quality program? 15.3% 3
CobiT 47.4% 4
IT Service Continuity Management trend will
our client base. We suspect this ‣ 76% of all respondents that do not have their
21.9% 4
ISO/IEC 20000 28.4% 2
continue IT Process Improvement as part of a 9.7%
Supplier Management 1
Continuous Improvement
Other 24.2%
company-wide program believe there is value 2
IT Financial Management
21. Is your process improvement part of a company 10.7% 2
in being part of a company-wide quality
-wide quality program?
Service Portfolio Management
Question #20: program Time: 14 sec Drop 19.9% 3
Off: 1.0% Vote
‣ 37% of respondents said thatProcesses
Continual Service Improvement
their
29.1% 5
Will you be required,company-wide quality in place, to formally audit your processes?
organizations have a or are there plans
Otherprogram which does not include continuous 1.0%
Vo
improvements of IT Processes
Yes Many organizations do not realize that
‣ 38.9% 3
No linking a continuous improvement program to 61.1% 5
IT Processes is not only possible, but it canin place?
Do you have formal ITSM governance
dramatically increase the efﬁciency and
Question #21: of the entire organization Time: 10 sec Drop Off: 0.0% VoterVo
effectiveness
22. Which implemented and enforced
Defined, program do you follow? 28.4% 5
Is your IT Process Improvement part of a company-wide quality program?
Defined but not implemented remain strong
‣ While Six Sigma and ISO 20.1% 3
quality programs, enforced
Implemented but not
7% of respondents are 20.1%
Vo
3
Yes utilizing TQM 37.4% 7
No ITSM governance in place 31.4% 6
No 62.6% 1

Question #22: Time: 29 sec Drop Off: 0.0% Vote
Do you have defined metrics for your ITSM processes?
Which program do you follow?
Vo
Vo
No metrics 13.0% 2
Six Sigma 25.4% 1
Many metrics defined, little actionable data 46.1% 8
TQM 7.0%
Actionable data, little to no follow-up 22.8% 4
ISO 9000 28.2% 2
Actionable data used for continuous improvement 18.1% 3
Other 39.4% 2

Are your ITSM processes audited?
Do you see value in linking your IT Process initiative to a quality program?
Vo
Vo
Yes 50.0% 9
Yes 74.8% 8
No 25.2% 3

2/15/2010 9Powere
Which vendors and products do you use to support your ITSM Processes? (Check all that apply

consulting-portal's Top 5 ITSM Trends in 2010

consulting-portal's Top 5 ITSM Trends in 2010

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Empfohlen

Empfohlen (20)

consulting-portal's Top 5 ITSM Trends in 2010