7th annual itsm industry survey - april 2012
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The summary slides from our 7th Annual ITSM survey presented April 2012 ITSM.TRANSCRIPT
5/11/2012
7th Annual ITSM Industry SurveyApril 2012
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7th Annual ITSM Industry Survey
Presented June 7, 2012
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• 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
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Our Company
14 years supporting the Service Management community!
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Navvia Platform
Powerful Tools For Your Service Management Program
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ASSESS
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DESIGN
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VERIFY
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LEARN
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Survey Structure
36 questions covering:– Organizing for ITSM– ITSM Processes – ITSM Governance– ITSM Tools– Training & Certification
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Survey Participation• 244 Completed Surveys• 10 Countries• 11 Industry Sectors• 7 job functions
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Survey ParticipationResponses by Country
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Survey ParticipationResponses by Job Function
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Survey ParticipationResponses by Industry Sector
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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
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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
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Executive Sponsorship Remains Strong
63% of respondents report VP or higher, down from 69% last year
Source: 7th annual ITSM Industry Survey
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• 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
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Audience Participation
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
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ITIL V3 is the preferred ITSM framework
84% of respondents use ITIL V3, up from 80% in last years survey
Source: 7th annual ITSM Industry Survey
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• 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
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Audience Participation
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
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Governance remains very weakOnly 28% of respondents have implemented and enforce,
down slightly from 28.4% in last years survey
Source: 7th annual ITSM Industry Survey
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• 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
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Audience Participation
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
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Acceptance of SaaS is strong50% of respondents are either using or investigating SaaS
Source: 7th annual ITSM Industry Survey
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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
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Audience Participation
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
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Certification is important to ITSM practitioners
Only 4% of the respondents have no ITSM related certification
Source: 7th annual ITSM Industry Survey
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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)
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• Lack of a Plan
• Unrealistic Expectations
• Skepticism (management & Staff)
• Poor Requirements Definition
• Poor Governance & Controls
Top 5 Reasons ITSM Initiatives Fail
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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
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Resources
www.Navvia.com/resources
Follow us on Twitter
@mainville or @GoNavvia
Take the Conversation Online
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AppendixComplete set of responses
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End of Appendix