February 8, 2010 Analysis of Consulting-Portal’s 5th Annual ITSM Industry Survey The Top 5 ITSM Trends for 2010
About This Survey5TH 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-Portal5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 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 Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 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 Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 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 Time: 45 sec Drop Off: 1.0% Voters: 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 #5: Time: 8 sec Drop Off: 0.0% Voters Question #17: 5 Time: 10 sec Drop Off: 0.5% Voters: Was the assessment of value?
Question #2: Time: 21 sec Drop Off: 7.7% Voters Summary of Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 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 The responses are organized by critical success factor. 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 Question #7: Time: 9 sec Drop Off: 1.9% Voters Do you have a documented roadmap / timeline for the implementation of ITSM? Vot Yes 53.6% 111 No 46.4% 96 Question #8: Time: 19 sec Drop Off: 1.8% Voters 2/15/2010 Powered 6
Summary of Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 The following is a summary of the survey results along with our commentary. The responses are organized by critical success factor. 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 Time: 20 sec Drop Off: 0.0% Voters: 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: 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 Question #32: Time: 21 sec Drop Off: 0.0% Voter Question #32: Time: 21 sec Drop Off: 0.0% Voters: 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: Question #33: Time: 10 sec Drop Off: 0.0% Voter Time: 10 sec Drop Off: 0.0% Voters: 7 What is your preferred method of training your staff? What is your preferred method of training your staff?
ITSM Poll 2009 Summary Summary of Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 What is your implementation timeline? What is your implementation timeline? Vote Votes The following is a summary of the survey results along with our commentary. 0-6 months 0-6 months 13.8% 13.8% 15 15 The responses are organized by critical success factor. 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 Question #9: Time: 32 sec Drop Off: 1.0% Voters: 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: 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 Time: 12 sec Drop Off: 0.5% Voters: Question Management (59%), Asset/ Level #11: Question #11: Time: 12 sec Drop Off: 0.5% Voters: 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: Question #12: Time: 13 sec Drop Off: 0.6% Voters: Time: 13 sec Drop Off: 0.6% Voters: 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: Question #13: Time: 21 sec Drop Off: 1.2% Voters: 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
ITSM Poll 2009 Summary 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 Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 Vo No None 50.0% 2.0% 9 The following is a summary of the survey results along with our commentary. 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 Question #15: Time: 45 sec Drop Off: 1.0% Voter 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 #16: Time: 18 sec Drop Off: 0.5% Voter 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 Question #17: Time: 10 sec Drop Off: 0.5% Voter Question #23: Time: 21 sec Drop Off: 0.0% Voter 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 Question #24: Time: 25 sec Drop Off: 0.0% Voter 2/15/2010 9Powere Which vendors and products do you use to support your ITSM Processes? (Check all that apply
Summary of Results5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 The following is a summary of the survey results along with our commentary. The responses are organized by critical success factor. Selecting the supporting tools “The number of respondents who are 24. Which vendors and products do you use to using SaaS based IT Service support your ITSM processes? Management tools has grown ‣ This is the ﬁrst year that we have seen significantly to 17% - that has grown signiﬁcantly less people using BMC (27%) from virtually 0% in just two years” and HP tools (23%), while respondents using Service-Now have increased from 9% to 17% 2009/2010 ITSM Survey this year. We are seeing that the adoption of “Software as a Service” tools is starting to ‣ This conﬁrms what we are seeing in our client catch on in the ITSM space base. CMDB is virtually impossible without 25. Have you implemented a CMDB auto-discovery. The current generation of (Conﬁguration Management Database)? tools are much more efﬁcient and feature rich ‣ 31% of respondents said their organizations 28. Have you implemented Service Catalog or have implemented a CMDB Service Level Management? ‣ We feel most CMDB initiatives fail due to ‣ 61% have implemented Service Catalog, unrealistic scope. We recommend starting Service Level Management or both with the most critical services and supplement ‣ Referring to question #13, we can see that that with auto-discovery and dependency more companies are placing focus on Service mapping tools Catalog and SLM in their ITSM program 26. Which vendor have you chosen, or do you plan 29. Which vendor have you chosen, or plan to to choose, for your CMDB? choose, for Service Catalog or Service Level ‣ BMC is the leader here with 21% of Management? respondents but Service-Now is a close ‣ In this category Service-Now is the leader at second with 19% using their tool for CMDB 16% while the remainder use BMC (11%) 27. Have you or are you planning on implementing NewScale (7%), CA (7&) or other (50%) auto-discovery tools? ‣ 70% of respondents are planning to implement auto-discovery tools ITSM Poll 2009 Summary Question #29: Time: 19 sec Drop Off: 0.0% Voter Which vendor have you chosen, or plan to choose, for Service Catalog or Service Level Management? Vo BMC 11.2% 1 HP 5.2% NewScale 6.9% Oblicore 1.7% Digital Fuel 0.0% Service-Now 16.4% 1 CA 7.8% Other 50.9% 5 Question #30: Time: 20 sec Drop Off: 0.0% Voter What is your level of ITIL certification/training? Vo ITIL Foundation (V2 or V3) 10 51.9% 9 ITIL Practitioner/Capability/Lifecycle 18.0% 3