2014 navvia itsm survey industry results
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Read now the Results of our 9th Survey about the state of the ITSM Industry. Watch the our live recording - http://i.navvia.com/2014-itsm-survey-resultsTRANSCRIPT
2014 ITSMIndustry SurveyLive WebinarNovember 6th, 2014
Maximizing Your Investment in ITSM / 2014
9th Annual ITSM Industry Survey
A review of the results from the 9th Annual ITSM Industry Survey which was conducted:
January to August2014
Visit SlideShare.com, search for GoNavvia
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
David MainvilleCeo & Co-Founder
Today’s Hosts
Cecile HurleyCustomer Success Manager
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Roy AtkinsonSenior writer at HDI and industry analyst
Today’s Panelists
Stephen MannIndependent ITSM
industry pundit
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
Q & A Polling Here
Type Your Questions here
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Prize Draw
Stay Tuned!a drawing for an
APPLE TVwill be held at the end of
today’s webinar
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Deliver the Value Business DemandsSoftware & Services for your ITSM program
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Navvia Highlights in 2014
Navvia Recognized by Gartner Some New Navvia Clients
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
The Five Key Components Embed Service Management into your company’s DNA
Quickly evaluate the health of existing ITSM processes and
identify areas to improve
Audit processes with indus-try standard frameworks like
ITIL® & COBIT®
Easily create and document ITSM processes and share
them with everyone
Make everyone part of the process improvement
through social engagement
Expand both your knowledge and knowhow to take
a DIY approach to IT Service Management
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Navvia Services
When and where you need help - we are here!
Complete Navvia Software Training and Support
Onsite or Virtual Consulting Services as Required
Comprehensive ITSM Tool Implementation Support
Onsite or Virtual IT Service Management Training
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Organizing for ITSM
ITSMProcesses
ITSMGovernance
ITSMTools
Training &Certification
35 questions
covering
Survey Structure
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Survey Participation
17 Countries14 job functions16 industry sectors[ ]
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
United States
Canada
United Kindom
India
Other Countries
Countries
5%
12%
60%
18%
5%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Industry SectorIT Outsourcing / Services
Healthcare
Consulting
Manufacturing
Education
Financial Sevices
All Other Sectors
9%
10%35%
15%14%7%
10%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Job Function / Role
18%
21%25%
17%
2%4%
14%Consultant
Manager
Director
Practitioner
VP
Vendor
Other Job Functions / Roles
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Service Management Trends
• Companies are dedicating resources to ITSM• Acceptance of SaaS continues to grow• Training continues to get put to the sidelines• Governance and Continual Improvement remains weak• Tool vendors starting to talk more about Outside IT initiatives• ITSM tool implementations increasingly seen as projects not part of
program delivering business value
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
What is the highest level of active sponsorship for ITSM (IT Service Management) within your company?
1. President, CEO2. CxO (”C” level executive management)3. Vice President (including SVP and AVP)4. Director5. Other6. No active sponsorship
Maximizing Your Investment in ITSM / 2014
Executive Sponsorship Remains Strong
69% of the respondents report VP level or higher support for their ITSM program
16%
35%
18% 18%8% 5%
President, CEO
CxO (”C” level executive management)
Vice President (including SVP and AVP)
Director
Other
No active sponsorship
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
How are you organized to support ITSM?
1. Dedicated ITSM organization with full-time resources2. Dedicated ITSM organization with part-time resources3. Part-time resources only4. No resources allocated
Maximizing Your Investment in ITSM / 2014
Organizing for ITSM
72% of the respondents have a dedicated ITSM organization
Dedicated ITSM organization with full-time resources
Dedicated ITSM organization with part-time resources
Part-time resources only
No resources allocated
58%
14% 19%9%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Organizing for ITSM
• Executive support is essential to an ITSM program - Support remains strong• The proof comes in the form of committing resources - 72% of the organizations have a dedicated ITSM organization - 58% have full-time resources - 14% part-time - However, 9% of respondents have no resources allocated to ITSM at all
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
Have you conducted an ITSM assessment / benchmark within the last 18 months?
1. Yes2. No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Have you conducted an ITSM assessment / benchmark within the last 18 months?
52% 48%
Yes
No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Value of an ITSM Assessment
• ITSM assessments are essential to identifying priorities and laying out a roadmap
- 52% of respondents have conducted an ITSM assessment in the last 18 months
- 56% did a self assessment while 44% used an outside firm
- 94% found it to be of value
• 63% of our respondents have a documented ITSM roadmap
- 94% see value in the roadmap
- 6-18 months is the typical horizonCurrent
State
ProcessEnhancement
OrganizationalChange
Quick Wins
TechnologyDeployment
FutureState
Maximizing Your Investment in ITSM / 2014
ITIL V3 / 2011 is the preferred ITSM framework
90% of respondents use ITIL V3, down from 92% in last year’s survey
ITIL V2
ITIL V3 / ITIL 2011
IBM Proprietary (ITPM)
HP Proprietary (ITSM)
Microsoft Proprietary (MOF)
Other5%
90%
0% 0% 2% 3%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
ITSM Processes
• 95% of respondents are utilizing ITIL, vast majority using V3/2011
• 74% of companies planning on implementing one or more processes within the year
• More people looking to automate the discovery process with technology
• Organizations are using many frameworks in combination with ITIL and COBIT to achieve their goals.
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
Do you have formal ITSM governance in place?
1. Defined, implemented, and enforced2. Defined but not implemented3. Implemented but not enforced4. No ITSM governance in place
Maximizing Your Investment in ITSM / 2014
Governance remains very weak
Defined, implemented, and enforced
Defined but not implemented
Implemented but not enforced
No ITSM governance in place26% 26%
13%
35%
Only 26% of respondents have defined, implemented and enforce governance, down slightly from 29% in last years survey
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
• 45% of the respondents have actionable metrics - 17% have no metrics at all - 58% have metrics but no follow-up• Only 38% of respondents have their processes audited - 45% use a mix of internal and external auditors• 37% of the respondents use COBIT for ITSM governance - Followed by 33% for ISO20000• 47% of the organizations have linked ITSM to a Quality Program - 38% of those use Six Sigma - 25% use ISO9000• 69% see value in linking ITSM to a Quality program
ITSM Governance
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
What is your organization’s position on using SAAS tools for ITSM?
1. Our organization does not permit the use of SAAS tools2. We currently do not use any SAAS solutions to support ITSM, but we are investigating using them in the future3. We currently use one or more SAAS solutions for ITSM4. I do not know the organization’s position
Maximizing Your Investment in ITSM / 2014
Acceptance of SaaS continues to grow
72% of respondents are either using or investigating SaaS, up from 65%
Our organization does not permit the use of SAAS tools
We currently do not use any SAAS solutions to supportITSM, but we are investigating using them in the future
We currently use one or more SAAS solutions for ITSM
I do not know the organization’s position
10%
32%40%
18%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
• 45% of respondents use a single integrated ITSM tool - 34% have multiple tools - 21% have no tools• 38% of respondents have implemented a CMDB - 43% are planning to implement• 68% have or are planning to implement Auto Discovery tools• Service Level Management Tool - 29% have implemented - 40% are not planning on implementing• Service Catalog Tool - 38% have implemented, 38% are planning on implementing
ITSM Tools
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Audience Participation
What is your level of ITIL certification/training?
1. ITIL V2 Foundation2. ITIL V3 Foundation3. ITIL Practitioner / Capability / Lifecycle4. ITIL Service Manager / Expert5. Other ITSM related certification (e.g., COBIT, ISO)6. No ITSM related certification attained
Maximizing Your Investment in ITSM / 2014
Certification is remains important to ITSM practitioners
Only 15% of the respondents have no ITSM related certification and we saw an increase in ITIL Service Manager/Experts respond – Up just over 20%
ITIL V2 Foundation
ITIL V3 Foundation
ITIL Practitioner / Capability / Lifecycle
ITIL Service Manager / Expert
Other ITSM related certification (e.g., COBIT, ISO)
No ITSM related certification attained4%
48%
9%22%
2%15%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
• 51% of the organizations have a formal ITSM training program - 49% only offer ITIL Foundations training - 21% offer ITIL Intermediate training - 26% offer ITIL Expert training• 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)
Training and Certification
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Top 5 Reasons ITSM Initiatives Fail
54321 Lack of a Plan
Unrealistic Expectations
Skepticism (management & staff)
Poor Requirements Definition (Lift & Shift approach to ITSM)
Poor Governance & Controls
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Lessons from Experience
• Processes erode over time without governance• Focus on long term value not short term project success• Program not project• ITIL is only 1 of a number of best practice frameworks• Without training, people won’t understand the why• It’s seldom the tool that’s the problem
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Coming Soon
itSMF Educause group - Webinar November 12th
itSMF Ottawa - December 4th
PinkNORTH Toronto - December 8-9
Pink 15 Las Vegas - Feb 15-18 2015
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Thank You!David Mainville
[email protected] Twitter: @mainvillenavvia.com/library
[ ]
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
AppendixComplete set of responses
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What is the highest level of active sponsorship for ITSM (IT Service Management) within your company?01
16%
35%
18% 18%8% 5%
President, CEO
CxO (”C” level executive management)
Vice President (including SVP and AVP)
Director
Other
No active sponsorship
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Have you conducted an ITSM assessment / benchmark within the last 18 months?02
52% 48%
Yes
No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
How did you conduct the assessment / benchmark?03
40%
16%1%
43%
Self-assessment
On-line tool
Hardware or software vendor
Professional services firm
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Was the assessment of value?04
94%
6%
Yes
No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you see value in conducting an ITSM assessment / benchmark?05
79%
21%
Yes
No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you have a documented roadmap / timeline for the implementation of ITSM?06
63%
37%
Yes
No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What is your implementation roadmap / timeline?07
0-6 months
6-12 months
12-18 months
18-24 months
24 months and greater13%24% 22%
14%27%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you see value in having such a roadmap / timeline?08
89%
11%
Yes
No
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
How are you organized to support ITSM?09
Dedicated ITSM organization with full-time resources
Dedicated ITSM organization with part-time resources
Part-time resources only
No resources allocated
58%
14% 19%9%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Are you utilizing a recognized process framework for ITSM?10
Yes
No
86%
14%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Which ITSM Process framework are you using?11
ITIL V2
ITIL V3 / ITIL 2011
IBM Proprietary (ITPM)
HP Proprietary (ITSM)
Microsoft Proprietary (MOF)
Other5%
90%
0% 0% 2% 3%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Are you planning on adopting ITIL V3 / ITIL 2011?12
Yes
No
47%53%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Are you planning on implementing one or more processes within the next year?13
No, we are not planning on implementing any processes
Yes, we are planning on implementing one or more processes
26%
74%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you have formal ITSM governance in place?14
Defined, implemented, and enforced
Defined but not implemented
Implemented but not enforced
No ITSM governance in place26% 26%
13%
35%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you have defined metrics for your ITSM processes?15
No metrics
Many metrics defined, little actionable data
Actionable data, little or no follow-up
Actionable data used for continuous improvement
17%
36%23% 24%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Are your ITSM processes audited?16
Yes
No
38%
62%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Who performs the audit?17
20%35%
45%
External auditors
Internal auditors
A mix of both external and internal auditors
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What framework do you use to audit your processes?18
COBIT
ISO / IEC 20000
Other
37%47%
16%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Will you be required, or are there plans in place, to formally audit your processes?19
Yes
No
36%
64%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Is your IT Process Improvement part of a company-wide quality program?20
Yes
No
47%53%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Which program do you follow?21
Six Sigma
TQM
ISO 9000
Other38%
8%
25% 29%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you see value in linking your IT Process initiative to a quality program?22
Yes
No69%
31%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Which vendor(s) and product(s) do you use to support your ITSM Processes?23
We have no formal tools in support of ITSM processes
We have a single integrated ITSM tool
We have multiple ITSM tools
21%
45%34%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Have you or are you planning on implementing a CMDB (Configuration Management Database)?24
No, we have not nor are we planning on implementing a CMDB
Yes, we have implemented
Yes, we are planning on implementing a CMDB
20%
38% 42%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Have you implemented or are you planning on implementing auto-discovery tools?25
Yes
No68%
32%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Have you implemented or are you planing on implementing a Service Level Management product?26
No, we don´t plan to
Yes, we have implemented a Service Level Management product
We are planing on implementing a Service Level Management product41%
29% 30%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Have you implemented or are you planning on implementing a Service Catalog product?27
No, we don´t plan to
Yes, we have implemented a Service Catalog Product
We are planing on implementing a Service Catalog Product
24%38% 38%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What is your organization’s position on using SAAS tools for ITSM?28
Our organization does not permit the use of SAAS tools
We currently do not use any SAAS solutions to supportITSM, but we are investigating using them in the future
We currently use one or more SAAS solutions for ITSM
I do not know the organization’s position
10%
32%40%
18%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What is your level of ITIL certification/training?29
ITIL V2 Foundation
ITIL V3 Foundation
ITIL Practitioner / Capability / Lifecycle
ITIL Service Manager / Expert
Other ITSM related certification (e.g., COBIT, ISO)
No ITSM related certification attained4%
48%
9%22%
2%15%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Do you have an ITSM training program in place?30
Yes
No
46%54%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What is the highest level of ITSM training you provide to your staff?31
ITIL Foundation
ITIL Practitioner / Capability / Lifecycle
ITIL Service Manager / Expert
Other ITSM training (e.g., COBIT, ISO)
63%
13% 19%5%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
What is your preferred method of training your staff?32
Open enrollment
Dedicated classes
Other
27%
64%
9%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Who currently delivers your ITIL training?33
In-house staff
Hardware or software vendor
Dedicated training vendor
Professional services firm
23%11%
43%
23%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
Are you planning on implementing an ITIL training program?34
Yes
No
32%
68%
9th Annual ITSM Industry Survey
Maximizing Your Investment in ITSM / 2014
When do you expect to implement your ITIL training program?35
0-6 months
6-12 months
12 months and greater
38%24%
38%