Most ITSM Teams Are Slated for Growth
new research reveals that ITSM is becoming a hub of innovation
June 21, 2017

Dennis Drogseth
EMA

Share this

While IT service management (ITSM) has too often been viewed by the industry as an area of reactive management with fading process efficiencies and legacy concerns, a new study by Enterprise Management Associates (EMA) reveals that, in many organizations, ITSM is becoming a hub of innovation. ITSM is shown to unify IT across its many silos, promote and measure IT operational efficiencies, and consolidate insights critical for IT-to-business planning. This evolution, however, is not without its obstacles and challenges, nor is it taking place in all IT organizations.

In this report titled Next-Generation IT Service Management: Changing the Future of IT, ITSM is examined from various perspectives, including organizational role of respondents, company size and vertical, geographical differences, and success-related patterns of behavior.

The catalytic role of ITSM teams both across IT, and in support of enterprise efficiencies, is still largely misunderstood by many in the industry. This research spotlights ITSM team centricity in everything from IT asset management and enterprise process automation, to increasing support for agile and DevOps initiatives, integrated IT operations, and being a center for IT governance overall — just to name a few examples. This extended outreach means reassessing ITSM in terms of relevant stakeholders, processes, best practices and needed technologies, all of which is examined in our report.

A few of the key data points from the survey are:

■ Most respondents (89 percent) came from central IT ITSM versus line of business (LOB)–centric ITSM. ITSM teams were evenly divided between those with a single service desk and those with multiple service desks.

■ 83 percent of organizations were managing ITSM and customer service desks as a single group.

■ Only 31 percent of respondents indicated using ITIL, but of those, the majority saw it as growing in importance.

■ The two leading strategic priorities were

- Improving end-user experience (internal to the business)

- Integrated support for security/fraud

Dennis Drogseth is VP at Enterprise Management Associates (EMA)
Share this

The Latest

January 19, 2018

Confidence in satisfying and supporting core IT has diminished due in part to a strain on declining IT budgets and initiatives now progressing beyond implementation into production mode, according to TEKsystems' annual IT Forecast research ...

January 18, 2018

Making predictions is always a gamble. But given the way 2017 played out and the way 2018 is shaping up, odds are that certain technology trends will play a significant role in your IT department this year ...

January 17, 2018

With more than one-third of IT Professionals citing "moving faster" as their top goal for 2018, and an overwhelming 99 percent of IT and business decision makers noticing an increasing pace of change in today's connected world, it's clear that speed has become intrinsically linked to business success. For companies looking to compete in the digital economy, this pace of transformation is being driven by their customers and requires speedy software releases, agility through cloud services, and automation ...

January 16, 2018

Looking back on this year, we can see threads of what the future holds in enterprise networking. Specifically, taking a closer look at the biggest news and trends of this year, IT areas where businesses are investing and perspectives from the analyst community, as well as our own experiences, here are five network predictions for the coming year ...

January 12, 2018

As we enter 2018, businesses are busy anticipating what the new year will bring in terms of industry developments, growing trends, and hidden surprises. In 2017, the increased use of automation within testing teams (where Agile development boosted speed of release), led to QA becoming much more embedded within development teams than would have been the case a few years ago. As a result, proper software testing and monitoring assumes ever greater importance. The natural question is – what next? Here are some of the changes we believe will happen within our industry in 2018 ...

January 11, 2018

Application Performance Monitoring (APM) has become a must-have technology for IT organizations. In today’s era of digital transformation, distributed computing and cloud-native services, APM tools enable IT organizations to measure the real experience of users, trace business transactions to identify slowdowns and deliver the code-level visibility needed for optimizing the performance of applications. 2018 will see the requirements and expectations from APM solutions increase in the following ways ...

January 10, 2018

We don't often enough look back at the prior year’s predictions to see if they actually came to fruition. That is the purpose of this analysis. I have picked out a few key areas in APMdigest's 2017 Application Performance Management Predictions, and analyzed which predictions actually came true ...

January 09, 2018

Planning for a new year often includes predicting what’s going to happen. However, we don't often enough look back at the prior year’s predictions to see if they actually came to fruition. That is the purpose of this analysis. I have picked out a few key areas in APMdigest's 2017 Application Performance Management Predictions, and analyzed which predictions actually came true ...

January 08, 2018

The annual list of DevOps Predictions is now a DEVOPSdigest tradition. DevOps experts — analysts and consultants, users and the top vendors — offer predictions on how DevOps and related technologies will evolve and impact business in 2018 ...

January 05, 2018

Industry experts offer predictions on how Network Performance Management (NPM) and related technologies will evolve and impact business in 2018 ...