7th Annual ITSM Industry Survey - April 2012

7th Annual ITSM Industry Survey
April 2012

5/11/2012

7th Annual ITSM Industry Survey

Presented June 7, 2012

Copyright Consulting-Portal 2012

David Mainville
• 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


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Survey Structure


Survey Participation

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


Responses by Country


Responses by Job Function


Responses 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” Level
2. Vice President Level
3. Director Level
4. Manager Level


Executive Sponsorship Remains Strong
63% of respondents report VP or higher, down from 69% last year

Source: 7th annual ITSM Industry Survey


Organizing for ITSM
• 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



What process framework are you utilizing?

1. ITIL Version 3
2. ITIL Version 2
3. A formal framework such as ITPM (IBM), MOF
(Microsoft)…or other vendor specific
4. 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



ITSM Processes
• 94% of respondents are
utilizing ITIL
• Most organizations are still
working on the the old Service
Support processes
– Incident, problem, change, SC
AM

• 39% of the organizations are
working on multiple processes
simultaneously
• 15% of the respondents are
not working on any processes
at all



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


Governance remains very weak
Only 28% of respondents have implemented and enforce, down slightly
from 28.4% in last years survey



ITSM Governance
• 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



What is your organizations position on SaaS
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


Acceptance of SaaS is strong
50% 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 Foundations
2. ITIL V3 Foundations
3. ITIL Practitioner / Intermediate Courses
4. ITIL Service Manager / Expert
5. 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)


Top 5 Reasons ITSM Initiatives Fail

• Lack of a Plan

• Unrealistic Expectations

• Skepticism (management & Staff)

• Poor Requirements Definition

• Poor Governance & Controls


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


Take the Conversation Online

Resources
www.Navvia.com/resources

Follow us on Twitter
@mainville or @GoNavvia


Appendix
Complete set of responses


End of Appendix


7th Annual ITSM Industry Survey - April 2012

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