IT In Search Of Integrated Service Management


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Managing IT services has rarely been as challenging as it is today. Complexity increases costs and cuts productivity. While standards-based strategy automates and simplifies service management, only 2 percent of companies in a recent IDG survey have a fully integrated approach to service management. This white paper examines survey results on what's holding IT back and offers a potential way forward.

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IT In Search Of Integrated Service Management

  1. 1. IT Service Management Integration Conducted on behalf of FrontRange Presented by IDG Research Services June 20121 CONTENT COMMUNITY CONVERSATION CONVERSION
  2. 2. Methodology  The research was conducted online among members of the CIO Peer2Peer Research Panel between June 25, 2012 and June 27, 2012.  Each panelist received an email inviting them to participate in the survey, each invitation included a unique URL link to access the survey, which they could click on or paste into their browser.  The survey was not incentivized, results are based on a total of 95 responses.  Responses to single select questions may not sum to 100% due to rounding.  The survey instrument was designed to capture information on the current state of IT service management integration. Respondents were asked about the current level of integration at their organization, barriers to integration, and steps they were taking to improve the level of integration at their organization.2
  3. 3. Survey Findings3
  4. 4. Only about one in five respondents report having highly or fullyintegrated solutions to manage IT services Current level of IT service management integration* Fully integrated (one tool in place to manage all IT services) 2% Highly integrated (multiple solutions but most are integrated) 19% Partially integrated (multiple solutions and some are integrated) 48% Not integrated (multiple solutions but none are integrated) 28% Not sure 2% *Defined for Respondents: • Integrated service management refers to a complete service management solution that includes features such as integrated voice automation and client management capabilities, or self-service and service catalog options. Q1: To what degree are the tools/solutions your company uses to manage IT services integrated? 4 Base: 95 respondents at organizations with at least 1,000 employees
  5. 5. Budget constraints are an obstacle to a more integrated solutionat nearly 60% of organizations Obstacles to increased integration Budget constraints 58% Technical challenges and cost of integrating many point solutions 41% Not a strategic initiative for the company 38% Disparate end user, service management, inventory, and client… 36% Lack of defined end-to-end processes/workflows 36% Disparate processes 34% Organizational silos 34%Difficulty building the business case or demonstrating ROI from investment 30% Lack of executive management buy-in 27% Lack of common practices and knowledge to support mobile environment 27% Inconsistent with corporate culture 23% Limited automation with too many manual obstacles in place 23% No integrated telephony 23% IT service management tools are too complex and not easily implemented 19% On-premise solutions do not integrate with my cloud solutions 12% IT service management tools are too simple and not extensible 11% Other 5% Q2: What obstacles are getting in the way of deploying a more integrated solution for IT service management at your company? (Please check all that apply) 5 Base: 93 respondents at organizations with at least 1,000 employees without a fully integrated IT service management solution
  6. 6. Just under 1/3 of respondents report that the IT landscape isremaining unchanged at their organization Changes in the IT landscape We are expanding IT (e.g., creating new partnerships/roles that focus on expanding IT’s role in the 42% business) We are consolidating IT (e.g., merging service desk and infrastructure teams together) in an attempt to provide a 39% better end-user experience IT is remaining largely unchanged 32% Q3: How is the IT landscape changing at your organization? (Please check all that apply.) 6 Base: 95 respondents at organizations with at least 1,000 employees
  7. 7. Nearly half of organizations currently consolidating IT are in themidst of doing so, with another 27% in the early stages. Stage of the IT consolidation process 11% 11% Completed the consolidation 3% Nearing completion In the middle of consolidating 49% Early stages of 27% consolidating Planning stages (not yet started) Q4: How far along is your organization with the consolidation of IT? 7 Base: 37 respondents at organizations with at least 1,000 employees that are currently consolidating IT
  8. 8. Nearly 8 in 10 respondents are at least somewhat interestedin a more integrated approach to IT service management Interest level in a more integrated approach to ITSM 34% Extremely interested 6% Very interested 3% Somewhat interested Not very interested Not at all interested 19% 38% Q5: How interested is your company in moving to a more integrated approach to IT service management?8 Base: 95 respondents at organizations with at least 1,000 employees
  9. 9. Fifty-five percent of respondents prefer a mix of cloud andon-premise solutions for their IT service management needs Preference for type of ITSM solutions 13% Cloud-based solutions On-premise solutions 55% 33% Hybrid model (solutions split between cloud and on premise) Q6: When sourcing IT service management solutions for your organization do you prefer to utilize:9 Base: 95 respondents at organizations with at least 1,000 employees
  10. 10. Over 90% of organizations have either already built a centralrepository of inventory information or have an interest in doing so Current steps toward increased integration at organizations Establishing SLAs for service delivery 48% 36% 16% Building a central repository of inventory information 46% 45% 8%Using voice technologies to route calls to appropriate help desk personnel 44% 25% 31% We currently do this Investing in the development of self-service capabilities 43% 38% 19% Equipping service desk analysts with mobile devices 41% 26% 33% We do not currently do this but would be Standardizing and managing infrastructure based on how interested in doing service management systems will be utilized and deployed 33% 49% 18% so Implementing standardized governance/control processes We do not currently (e.g., ITIL, COBIT) 32% 47% 21% do this and have no plans/interest in Publishing and defining a service portfolio or service catalog 32% 47% 21% doing so Automating processes such as provisioning and redeployment of clients or break-fix/remediation 27% 54% 19% Leveraging analytics to better understand cost optimization 27% 58% 15%Leveraging workflow based systems for workforce optimization 26% 56% 18% Implementing service catalog for cost abatement 24% 40% 36% Q7: What steps is your company currently taking to pave the way for deployment of a more integrated approach to IT service management? 10 Base: 95 respondents at organizations with at least 1,000 employees
  11. 11. Contact Information CIO Custom Solutions Group (CSG) The CIO Custom Solutions Group (CSG) creates powerful turnkey programs to match marketing needs. From content creation, circulation development to project management and production, CIO’s award -winning Custom Solutions Group truly leverages the strength of the CIO brand. Extending the value a nd reach for IT marketers to communicate with their prospective customer base, CSG provides in - depth, content-rich vehicles in an integrated program of print, online, events and marcomm collateral tailored to meet an IT vendor’s objectives. For more inform ation, please visit Charles Lee Vice President, Custom Solutions Group Office: 508.935.4796 Fax: 508.626.0319 Email: IDG Research Services IDG Research Services specializes in marketing and media-related research for technology marketers. As a division of International Data Group (IDG), the worlds leading technology media, research, and event company, IDG Research Se rvices brings the resources and experience of a large, global company to its clients in the form of a small, customer-focused business. For more information please v isit Janet King GM/Vice President Office: 207-847-9377 Fax: 207-847-9373 Email: janet_king@idgresearch.com11