7th Annual ITSM Industry Survey - April 2012

5/11/2012

7th Annual ITSM Industry SurveyApril 2012

Copyright Consulting-Portal 2012

7th Annual ITSM Industry Survey

Presented June 7, 2012


• Co-founder of Consulting-Portal• 32 years of ITSM experience• Comprehensive 360 degree perspective

– Practitioner, consultant, service delivery manager and business owner

– Applying ITSM principles to my own business

• Navvia is a division of Consulting-Portal

David Mainville


Our Company

14 years supporting the Service Management community!


Navvia Platform

Powerful Tools For Your Service Management Program

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Survey Structure

36 questions covering:– Organizing for ITSM– ITSM Processes – ITSM Governance– ITSM Tools– Training & Certification


Survey Participation• 244 Completed Surveys• 10 Countries• 11 Industry Sectors• 7 job functions


Survey ParticipationResponses by Country


Survey ParticipationResponses by Job Function


Survey ParticipationResponses by Industry Sector


Service Management Trends

• SaaS continues to be hot• ITIL is a “four letter” word• Governance and Continual

Improvement is weak• Companies focused on the

same old processes• CMDB and Auto Discovery

an elusive goal


Audience Participation

What is the highest level of ITSM sponsorship in your organization?

1. President or “C” Level2. Vice President Level3. Director Level4. Manager Level


Executive Sponsorship Remains Strong

63% of respondents report VP or higher, down from 69% last year

Source: 7th annual ITSM Industry Survey


• 45% of respondents have conducted an ITSM assessment in the last 6 months– 94% found it to be of value

• 78% of those who didn’t conduct an assessment think it would be of value

• 54% of our respondents have a documented ITSM roadmap– 6-12 months is the typical horizon– 92% see value in the roadmap

• 68% of the organizations have a dedicated ITSM organization– 53% have full-time resources– 35% part-time– 12% of respondents have no resources

allocated to ITSM at all

Organizing for ITSM



What process framework are you utilizing?

1. ITIL Version 32. ITIL Version 23. A formal framework such as ITPM (IBM), MOF

(Microsoft)…or other vendor specific4. No formal framework is being utilized


ITIL V3 is the preferred ITSM framework

84% of respondents use ITIL V3, up from 80% in last years survey



• 94% of respondents are utilizing ITIL

• Most organizations are still working on the the old Service Support processes– Incident, problem, change,

SCAM

• 39% of the organizations are working on multiple processes simultaneously

• 15% of the respondents are not working on any processes at all

ITSM Processes



Do you have formal governance in place for ITSM?

1. Defined, implemented and enforced2. Defined but not implemented3. Implemented but not enforced4. No ITSM governance in place


Governance remains very weakOnly 28% of respondents have implemented and enforce,

down slightly from 28.4% in last years survey



• Only 22% of the respondents have actionable metrics– 16% have no metrics at all– 58% have metrics but no follow-up

• 43% of respondents have their processes audited– 54% use a mix of internal and

external auditors

• 40% of the respondents use COBIT for ITSM governance– Followed by 32% for ISO20000

• 36% of the organizations have linked ITSM to a Quality Program– 37% of those use Six Sigma– 27% use ISO9000

ITSM Governance



What is your organizations position on SaaS tools for ITSM?

1. We do not allow SaaS applications2. We currently have no SaaS applications but

are investigating3. We currently use SaaS applications


Acceptance of SaaS is strong50% of respondents are either using or investigating SaaS



ITSM Tools• 44% of respondents have

implemented a CMDB– 37% are planning to

implement

• 65% have or are planning to implement Auto Discovery tools

• Service Level / Service Catalog– 52% have implemented

Service Catalog– 48% have implemented SLM – 35% have implemented

neither



What is your personal level of ITIL certification?

1. ITIL V2 Foundations2. ITIL V3 Foundations3. ITIL Practitioner / Intermediate Courses4. ITIL Service Manager / Expert5. No Certifications


Certification is important to ITSM practitioners

Only 4% of the respondents have no ITSM related certification



Training and Certification• 46% of the organizations have a formal

ITSM training program– The majority of those, 52%, only offer

foundations training– 14% offer intermediate training– 30% offer ITIL Expert

• 60% of the respondents use dedicated classes– 29% rely on open enrollment

• 28% have dedicated internal ITIL training resources– 45% use dedicated training companies– 23% use professional services– 4% rely on their hardware/software

vendor

• 64% have no plans to implement a formal ITSM training program (of those currently without a formal program)


• Lack of a Plan

• Unrealistic Expectations

• Skepticism (management & Staff)

• Poor Requirements Definition

• Poor Governance & Controls

Top 5 Reasons ITSM Initiatives Fail


Lessons from Experience• Don’t bite of 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


Resources

www.Navvia.com/resources

Follow us on Twitter

@mainville or @GoNavvia

Take the Conversation Online

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AppendixComplete set of responses


End of Appendix

7th Annual ITSM Industry Survey - April 2012

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