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8th annual ITSM Industry Survey Results

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  • 1. July 25th, 2013
  • 2. A review of the results from the 8th Annual ITSM Industry Survey which was conducted January to April 2013 Copyright 2013, Navvia - a division of Consulting-Portal 2 Visit SlideShare.com, search for GoNavvia 2013-07-25
  • 3. Today’s Hosts David Mainville, Co-founder Copyright 2013, Navvia - a division of Consulting-Portal 32013-07-25 Cecile Hurley, Customer Success Manager
  • 4. Copyright 2013, Navvia - a division of Consulting-Portal 42013-07-25 Housekeeping Q A& Type Your Questions Here
  • 5. Prize Draw 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 5 Stay Tuned! A drawing for an APPLE TV will be held at the end of today’s webinar
  • 6. 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 6
  • 7. Copyright 2013, Navvia - a division of Consulting-Portal 72013-07-25 Accelerate ITSM Success with Navvia Software & Services for your ITSM program Over 14 years of ITSM success!
  • 8. Navvia Software 8 Copyright 2013, Navvia - a division of Consulting-Portal The Navvia Process Management Platform
  • 9. 9 Copyright 2013, Navvia - a division of Consulting-Portal The Four Key Components Embed Service Management into your company’s DNA
  • 10. 10 Navvia Services When you need the help we are here! • Virtual Consulting - access to ITSM and Process help when you need it • Onsite Consulting - From strategy through to process assessments, design and implementation • ITSM Tool Implementation • Onsite ITSM Education - a robust curriculum of ITSM courses delivered on- premise Copyright 2013, Navvia - a division of Consulting-Portal
  • 11. 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 11
  • 12. Survey Structure 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 12
  • 13. Survey Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 13 • 179 Completed Surveys • 12 Countries • 12 Industry Sectors • 8 Job functions
  • 14. # of Respondents 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 14
  • 15. Countries 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 15 71% 19% 7% 3% USA Canada Other United Kingdom
  • 16. Industry Sector 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 16
  • 17. Job Function / Role 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 17
  • 18. • Companies are dedicating resources to ITSM • Acceptance of SaaS continues to grow • Companies are moving beyond Incident, Problem and Change – they are maturing • SACM / ITAM is hot • Service Request, Service Catalog and Service Level Management are gaining ground • Governance and Continual Improvement remains weak 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 18 Service Management Trends
  • 19. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 19 What is the highest level of ITSM sponsorship in your organization? 1. President or “C” Level 2. Vice President Level 3. Director Level 4. Manager Level
  • 20. Executive Sponsorship Remains Strong 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 20 69% of the respondents have VP level or higher support for their ITSM program Source: 8th annual ITSM Industry Survey
  • 21. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 21 How are you organized to Support ITSM 1. Dedicated ITSM organization with full-time resources 2. Dedicated ITSM organization with part-time resources 3. Part-time resources only 4. No resources allocated
  • 22. Organizing for ITSM 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 22 70% of the respondents have a dedicated ITSM organization Source: 8th annual ITSM Industry Survey
  • 23. Organizing for ITSM • Executive support is essential to an ITSM program – Support remains strong • The proof comes in the form of committing resources – 70% of the companies have a dedicated ITSM organization – 56% have full-time resources – 22% part-time – 7% of respondents have no resources allocated to ITSM at all 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 23
  • 24. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 24 Has your organization conducted an ITSM Assessment in the last 18 months? 1. Yes 2. No
  • 25. ITSM Assessments 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 25 49% of the respondents have conducted an ITSM assessment in the last 18 months Source: 8th annual ITSM Industry Survey
  • 26. Value of an ITSM Assessment • ITSM assessments are essential to identifying priorities and laying out a roadmap – 49% of respondents have conducted an ITSM assessment in the last 18 months – 93% found it to be of value – 48% did a self assessment while 42% used an outside firm • 57% of our respondents have a documented ITSM roadmap – 88% see value in the roadmap – 12-24 months is the typical horizon 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 26
  • 27. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 27 Which ITSM Process Framework are you using? 1. ITIL V2 2. ITIL V3 / 2011 3. IBM ITPM 4. HP ITSM 5. Microsoft MOF
  • 28. ITIL V3 / 2011 is the preferred ITSM framework 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 28 92% of respondents use ITIL V3, up from 84% in last year’s survey Source: 8th annual ITSM Industry Survey
  • 29. ITSM Processes • 97% of respondents are utilizing ITIL, vast majority using V3/2011 • A number or organizations are using a hybrid of ITIL along with frameworks such as Lean, CMM and SAE3402 • Numerous comments on how ITIL is not applicable or incomplete • 73% of companies planning on implementing one or more processes within the year • People are moving beyond Incident, Problem and Change – SACM (ITAM), Service Request, Service Catalog and Release & Deployment Management leading the way • Majority of companies working on multiple processes 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 29
  • 30. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 30 Do you have formal governance in place for ITSM? 1. Defined, implemented and enforced 2. Defined but not implemented 3. Implemented but not enforced 4. No ITSM governance in place
  • 31. Governance remains very weak 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 31 Only 29% of respondents have implemented and enforce, up slightly from 28% in last years survey Source: 8th annual ITSM Industry Survey
  • 32. ITSM Governance • Only 30% of the respondents have actionable metrics – 18% have no metrics at all – 53% have metrics but no follow-up • 42% of respondents have their processes audited – 65% use a mix of internal and external auditors • 49% of the respondents use COBIT for ITSM governance – Followed by 33% for ISO20000 • 34% of the organizations have linked ITSM to a Quality Program – 42% of those use Six Sigma – 23% use ISO9000 • 64% see value in linking ITSM to a Quality program 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 32
  • 33. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 33 What is your organization’s position on SaaS using tools for ITSM? 1. We do not allow SaaS applications 2. We currently have no SaaS applications but are investigating 3. We currently use SaaS applications 4. Don’t know
  • 34. Acceptance of SaaS continues to grow 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 34 65% of respondents are either using or investigating SaaS, up from 50% Source: 8th annual ITSM Industry Survey
  • 35. ITSM Tools • 45% of respondents use a single integrated ITSM tool – 30% have multiple tools – 24% have no tools • 38% of respondents have implemented a CMDB – 43% are planning to implement • 65% have or are planning to implement Auto Discovery tools • Service Level Management Tool – 23% have implemented, 45% planning on implementing • Service Catalog Tool – 41% have implemented, 37% are planning on implementing 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 35
  • 36. Audience Participation 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 36 What is your personal level of ITIL certification? 1. ITIL V2 Foundations 2. ITIL V3 Foundations 3. ITIL Practitioner / Intermediate / Capability / Lifecycle 4. ITIL Service Manager / Expert 5. No Certifications
  • 37. Certification is important to ITSM practitioners 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 37 Only 4% of the respondents have no ITSM related certification Source: 8th annual ITSM Industry Survey
  • 38. Training and Certification • 51% of the organizations have a formal ITSM training program – The majority of those, 49%, only offer foundations training – 21% offer intermediate training – 26% offer ITIL Expert • 59% of the respondents use dedicated classes – 33% rely on open enrollment • 21% have dedicated internal ITIL training resources – 48% use dedicated training companies – 19% use professional services – 12% rely on their hardware/software vendor • 63% have no plans to implement a formal ITSM training program (of those currently without a formal program) 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 38
  • 39. Top 5 Reasons ITSM Initiatives Fail • Lack of a Plan • Unrealistic Expectations • Skepticism (management & staff) • Poor Requirements Definition – Lift & Shift approach to ITSM • Poor Governance & Controls 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 39
  • 40. Lessons from Experience • Service Management is more than a tool • Don’t bite off more than you can chew • Keep what works for you – ITIL is only guidance, not the law • Balance consensus with adoption (getting it done) • Design your process in parallel with tool implementation • Design your processes deep enough to drive automation requirements 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 40
  • 41. 41 Copyright 2013, Navvia - a division of Consulting-Portal Coming Soon
  • 42. Coming Soon • Navvia Product Demo – Tomorrow, 1PM Eastern http://n.navvia.com/navvia-weekly-demo • ITSM Leadership Forum (Pink Elephant) – August 12-13 in Scottsdale AZ • ITSM Quickstart – Your First Process and Beyond – August 22nd (webinar) • “Oh Grow Up” – A panel discussion on Maturity Assessments – September 12, Minnesota LIG • Navvia September Release - Sneak Peek – September 19th (Webinar) 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 42
  • 43. Prize Draw 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 43
  • 44. Thank You! David Mainville dmainville@navvia.com Twitter: @mainville navvia.com/library Copyright 2013, Navvia - a division of Consulting-Portal 442013-07-25
  • 45. 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 45 Appendix Complete set of responses
  • 46. 1: What is the highest level of active sponsorship for ITSM (IT Service Management) within your company? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 46
  • 47. 2: Have you conducted an ITSM assessment / benchmark within the last 18 months? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 47
  • 48. 3: How did you conduct the assessment / benchmark? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 48
  • 49. 4: Was the assessment of value? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 49
  • 50. 5: Do you see value in conducting an ITSM assessment / benchmark? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 50
  • 51. 6: Do you have a documented roadmap / timeline for the implementation of ITSM? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 51
  • 52. 7: What is your implementation roadmap / timeline? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 52
  • 53. 8: Do you see value in having such a roadmap / timeline? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 53
  • 54. 9: How are you organized to support ITSM? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 54
  • 55. 10: Are you utilizing a recognized process framework for ITSM? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 55
  • 56. 11: Which ITSM Process framework are you using? Comments (other) We are working on hybrid extracting from ITIL, CMMI, LEAN and a few others... For framework and process improvement... Hybrid of best practices Combination of ITIL and ISAE 3402 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 56
  • 57. 12: Are you planning on adopting ITIL V3 / ITIL 2011? Answer Text Comments Yes Unfortunately we say we are using it but other than saying ITIL we have no structure or resources around this effort. Yes don't know Yes Hopefully, within the next year or so. Yes 07/2013 Yes now Yes soon Yes 3 years out Yes by 2014 No Not sure. It's not my decision. No Not prepared No ITIL is just one of many frameworks. If we wanted to be like everybody else, we'd do the same thing as everybody else. No none No Too small of an organization No Some parts of the ITIL v3 framework don't equate to our business model, so we adopted what does match and came up with our own for other portions that did not. 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 57
  • 58. 13: Are you planning on implementing one or more processes within the next year? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 58
  • 59. 14: Do you have formal ITSM governance in place? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 59
  • 60. 15: Do you have defined metrics for your ITSM processes? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 60
  • 61. 16: Are your ITSM processes audited? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 61
  • 62. 17: Who performs the audit? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 62
  • 63. 18: What framework do you use to audit your processes? Answer Text Comments Other I don't know Other not sure Other SSAE 16 Other don't know Other Includes SOX. Not sure which framework was used. Other Nothing formal Other SOC Other ISAE 3402 Other FFIEC Other MAR 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 63
  • 64. 19: Will you be required, or are there plans in place, to formally audit your processes? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 64
  • 65. 20: Is your IT Process Improvement part of a company-wide quality program? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 65
  • 66. 21: Which program do you follow? Answer Text Comments Other industry norms/ experience Other Best practices of each Other ITIL and LEAN Other Hybrid Other Mix ISO (9001-20000-14001-27001) Other TQM, ISO 9000 and Six Sigma its a large company so different lines of business follow their own programs. Other Home grown quality program. Other N/A Other lean SDLC Other Homegrown solution Other In house program Other Blended Other n/a Other Internal Controls framework Other confidential 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 66
  • 67. 22: Do you see value in linking your IT Process initiative to a quality program? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 67
  • 68. 23: Which vendor(s) and product(s) do you use to support your ITSM Processes? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 68
  • 69. 24: Have you or are you planning on implementing a CMDB (Configuration Management Database)? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 69
  • 70. 25: Have you implemented or are you planning on implementing auto- discovery tools? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 70
  • 71. 26: Have you implemented or are you planning on implementing a Service Level Management product? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 71
  • 72. 27: Have you implemented or are you planning on implementing a Service Catalog product? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 72
  • 73. 28: What is your organization's position on using SAAS tools for ITSM? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 73
  • 74. 29: What is your level of ITIL certification/training? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 74
  • 75. 30: Do you have an ITSM training program in place? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 75
  • 76. 31: What is the highest level of ITSM training you provide to your staff? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 76
  • 77. 32: What is your preferred method of training your staff? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 77
  • 78. 33: Who currently delivers your ITIL training? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 78
  • 79. 34: Are you planning on implementing an ITIL training program? 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 79
  • 80. End of Appendix 2013-07-25 Copyright 2013, Navvia - a division of Consulting-Portal 80

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