Ivanti surveyed more than 350 IT professionals about extending service delivery across the enterprise. Now we're sharing some of the more surprising findings on how other departments are benefiting from IT's success with service and asset management, the challenges IT teams are facing, and the biggest improvement from teams who have implemented an enterprise service management solution.

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3. IVANTI WEBINAR
Survey Report: Enterprise Service Management

4. Dave Martinez Mareike Fondufe

5. Survey
Understand adoption rate of
Enterprise Service
Management, challenges, and
collaboration across
departments in the organization.
• Timeframe: May/June
• Respondents: 383

6. “ESM solutions extend ITSM platform capabilities beyond technology services to
also address business-centric use cases (e.g., facilities, HR, and travel);
managing service demand and supply through a common platform and portal; a
customizable service catalog; and workflow automation through platform-as-a-
service (PaaS)/low-code development tooling.”
The Forrester Wave™: Enterprise Service Management, Q3 2018
August 2018

7. Do you have
an ESM
solution or
process in
place today?

8. What is your biggest
improvement due to
your ESM process?
• 65% Efficiency
• 15% Time
• 11% Experience
• Cost 7%
• Headcount 2%

9. How long have you
been working on
ESM initiatives?
• Less than a year 23%
• 1-2 years 34%
• 3-5 years 28%
• 6-10 years 7%
• 11+ years 8%

10. How do you work with other
departments on ESM?
• We help departments leverage IT
Service Management approaches 32%
• We work collaboratively on ESM
initiatives 23%
• We jointly define our desired workflows
19%
• We help with Service Level Agreements
and compliance monitoring 15%
• We allow business analysts to create
their own services and workflows 11%

11. Which departments
do you work with?
• 60% Customer Service
• 53% HR
• 40% Facilities
• 34% Marketing
• 25% Sales
• 24% Legal
• 12% Other

12. How many non-IT services,
workflows or requests has IT
helped develop per quarter?
• 1-2 30%
• 3-5 30%
• 6-10 17%
• 11-15 9%
• 16-20 4%
• 21+ 9%

13. Who was the dominant
driver for ESM?
• IT Manager 31%
• Director of IT 23%
• CIO 17%
• Exec/Director LoB 15%
• Grassroots 6%
• CEO 5%
• Other 3%

14. How successful are
your ESM initiatives?
• 44% Successful
• 34% Somewhat successful
• 14% very successful
• 1% not successful
• 7% n/a still in mist of implementing

15. What benefits from ESM have
been realized by other
departments?
• Efficiency 64%
• Productivity 53%
• Improved Experience 44%
• Better alignment 42%
• Customer satisfaction 39%
• Cost benefits 31%
• Governance/auditability 25%
• Better security 24%

16. What benefits have
been realized by IT?
• Process Improvements
• Improved IT Experience
• Streamlined Operations
• Staff Productivity
• Automated Processes

17. What % of non-
IT workflows
cross 2+
departmental
processes?
• 48% Up to 25%
• 33% Less than 10%
• 16% Up to 50%
• 4% More than 50%

18. How do you
handle cost
sharing with
other
departments?
• 41% Budget Item
• 33% Chargeback
• 26% No shared financial support
• 22% Dedicated staff

19. What challenges affected
your ESM initiatives?
• Incomplete requirements and/or
process definitions
• Lack of integration with specific
departmental apps or data sources
• Inconsistent implementation
across departments
• Implementation or additional
licensing costs
• Difficulty tracking and reporting on
business impact

20. Do you feel you
are providing the
same level of
service delivery
while working
remotely?
61% YES
37% Sometimes
2% No

21. What types of issues
have increased?
• 68% VPN
• 59% Video conferencing
• 53% Bandwidth constraints
• 41% Password Resets
• 31% New Software Requests
• 16% Hardware Failures

22. Questions

23. Thank You