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Tilannekatsaus IT-palvelujohtamiseen Suomi 2012
Jon IdenNorges Handelshøyskole
Institutt for strategi og ledelse
ITSM Monitor 2012
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Tutkimusmalli
Senior Mnt.Involvement
Org.Commitment
Group Efficacy
Org.Resources
ITILImplementation
Benefits
Process manageme
nt
ITIL project quality
ITSM Swquality
SectorBusiness Conditio
n
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Milloin ITIL-työ on aloitettu?
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Tilanne: Service Strategy ja CSI
Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5
Prosessi 2010 2012 Pohjois-maat
Financial Management 2.8 2.3 2.1
Service Portfolio Management 2.3 2.6 2.5
The 7-step improvement process 2.4 2.2 2.2
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Tilanne: Service Design
Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5
Prosessi 2010 2012 Pohjois-maat
Service Catalogue Management 2.7 3.2 2.7
Service Level Management 3.1 3.2 3.0
Capacity Management 2.1 2.5 2.3
Availability Management 2.3 2.6 2.5
IT Service Continuity Mgmt 2.6 2.9 2.6
Information Security Mgmt 2.7 3.1 2.8
Supplier Management 2.3 3.0 2.6
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Tilanne: Service Transition
Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5
Prosessi 2010 2012 Pohjois-maat
Transition Planning and Support 2.2 2.9 2.7
Change Management 3.2 4.0 3.6
Service Asset and Configuration Management
2.8 3.2 2.7
Release and Deployment Mgmt 2.4 2.8 3.0
Service Validation and Testing 2.0 2.8 2.7
Evaluation 1.7 2.3 2.4
Knowledge Management 2.2 2.6 2.3
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Tilanne: Service Operation
Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5
Prosessi 2010 2012 Pohjois-maat
Event management 2.9 2.9 2.8
Incident Management 4.0 4.4 4.2
Problem Management 3.0 3.8 3.5
Request Fulfillment 3.2 3.5 3.2
Access Management 2.6 3.4 3.1
Service Desk 3.9 4.4 4.2
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Kokemukset ITSM-ohjelmistoistaTekijä 2012 Pohjois-
maat
Status implementation 3.6 3.2
ITSM sw helps us implement ITIL faster 3.8 3.5
ITSM sw improves the results of our ITIL implementation
4.0 3.8
ITSM sw helps us perform our processes more efficient
4.1 3.8
It is easy for our staff to use the ITSM sw 3.5 3.2
Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5
Totally disagree 1, 2, 3, 4, 5 Totally agree
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Mitä tuloksia on saavutettu?
Tulokset 2012 Pohjois-maat
Our IT operation has been improved 4.0 3.9
Our processes have been improved 3.9 3.7
Our roles and responsibilities have been clarified 4.2 4.1
Our service orientation has been improved 4.0 3.8
Our IT costs have been reduced 3.9 3.8
Totally disagree 1, 2, 3, 4, 5 Totally agree
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Prosessit
Tulokset 2012 Pohjois-maat
Our processes are well standardized 3.5 3.4
Our processes are well documented 3.3 3.3
Process ownership is well established 3.5 3.4
Process performance is being systematically monitored 3.3 3.0
Our processes are continuously being improved 3.1 2.9
Totally disagree 1, 2, 3, 4, 5 Totally agree
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Onko johto mukana hankkeessa?
Johdon sitoutuminen 2010 2012 Pohjois-maat
Senior management is strongly involved - 3.6 3.4
Senior management provides continuous feedback and guidance 3.3 3.5 3.0
A member of senior management champions the ITIL project 3.2 3.6 3.3
Totally disagree 1, 2, 3, 4, 5 Totally agree
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Onko organisaatio mukana hankkeessa?
Relative significance : Low 1, 2, 3, 4, 5 High
Organisaation sitoutuminen 2010 2012 Pohjois-maat
Sufficient resources has been allocated for the ITIL-project
3.6 3.4 3.0
Key people are staying on the ITIL-project from its start to finish in order to maintain continuity
3.4 3.4 3.4
The IT staff strongly supports the ITIL-project - 3.2 3.2
Totally disagree 1, 2, 3, 4, 5 Totally agree
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Mikä on organisaation ITIL-tuntemus?
Pätevyystaso 2010 2012 Pohjois-maat
The project group has sufficient knowledge about ITIL
3.9 3.7 3.6
The project group is using a formalized method
for developing ITIL-processes3.5 3.4 3.3
The project members are working hard to implement ITIL
3.7 3.7 3.7
Totally disagree 1, 2, 3, 4, 5 Totally agree
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Odotusten täyttymys
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ITSM MONITOR 2012