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Webinar The State Of IT Service Management In 2013

Webinar The State Of IT Service Management In 2013. Courtney Bartlett, Researcher December 18, 2013. Call in at 12:55 p.m. Eastern time. Agenda. Demographics IT operations Tools Vendors Q&A. Things to think about. How did I, or how would I, answer that question?.

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Webinar The State Of IT Service Management In 2013

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  1. WebinarThe State Of IT Service Management In 2013 Courtney Bartlett, Researcher December 18, 2013. Call in at 12:55 p.m. Eastern time

  2. Agenda • Demographics • IT operations • Tools • Vendors • Q&A

  3. Things to think about • How did I, or how would I, answer that question? • How do I stack up against my peers? • Am I making the business more competitive?

  4. Demographics

  5. Less financial services, more public sector “What is the primary industry of your organization?” Base: 234 (2012) and 183 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013)

  6. Larger enterprises continue to dominate the results “Using your best estimate, how many employees work for your firm or organization worldwide?” 1% 11% = Base: 234 (2012) and 181 (2013) IT service management professionals); Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013)

  7. 70% of you are IT geeks! “What is your position in your organization?” Base: 491 (2011), 226 (2012), and 182 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  8. Even more money for ITSM pros! “How has your income changed over the past year?” 73% Base: 491 (2011), 226 (2012), and 182 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  9. DevOps & Business Service Mgmt Psychology… then technology

  10. I&O and app dev are better friends “How would you characterize the relationship between application development and operations in your organization?” Base: 491 (2011) and 181 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2013)

  11. BSM has not quite taken off yet “Please select the statement that best describes your current state within your IT operations space.”(Select only one that applies) Base: 181 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  12. ITIL From solid foundation to fuel for success

  13. ITIL certifications are increasing in benefit “How beneficial have you found your ITIL certification(s) to be?” Base: 491 (2011), 194 (2012), and 182 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  14. ITIL’s positive impact has rebounded “How has ITIL impacted the following?” Operational productivity 85% 71% 73% 1% 4% 2% Operational costs 41% 37% 42% 3% 5% 6% Service quality 83% 64% 73% 1% 3% 2% Reputation with the business 65% 52% 51% 2% 3% 2% Base: 491 (2011), 194 (2012), and 183 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  15. . . . and unknown knowledge is improving “How has ITIL impacted the following?” Operational productivity Percentage of who don’t know Operational costs Service quality Reputation with the business Base: 491 (2011), 194 (2012), and 183 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  16. Process Maturity Measuring success

  17. Strategic process maturity improves! “How would you assess your organization’s maturity in:” Base: 179 (2012) and 163 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013) y

  18. Incident management improves “How has your incident MTTR changed over the past 12 months?” Base: 217 (2012) and 182 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013)

  19. While change management still struggles “How many of your incidents can be related to changes?” Base: 491 (2011), 217 (2012) and 182 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  20. CMDB, Service Catalog, and ITFM Where to focus your attention in 2014

  21. CMDB development is rudimentary “Please rate your level of development with regard to CMDB.” Base: 181 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  22. While CMDB market maturity is good “How do you feel about the market maturity with CMDB?” Base: 179 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  23. And you’re optimistic about the future “Where do you think the CMDB market maturity will be by 2015?” Base: 183 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  24. What is driving this optimism? “What is driving future CMDB development?”(Select all that apply) Base: 183 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  25. Service catalog “Which of the following best describes your service catalog initiative?” Base: 174 (2012) and 182 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013)

  26. IT financial management improves “How would you describe IT financial management capabilities within your organization?” Base: 173 (2012) and 178 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013)

  27. . . . and gains more visibility “Are [you] doing or planning chargeback or showback?” Base: 173 (2012) and 179 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q3 2012, Q3 2013)

  28. Service Desk Landscape …things are getting SaaS-y

  29. Service desk satisfaction “What’s your current state with service desk?” Base: 491 (2011), 174 (2012), and 181 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  30. Service desk loyalty “Do you plan to switch your service desk solution to another vendor’s in the next two years?” Base: 491 (2011), 174 (2012), and 181 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  31. SaaS overtakes perpetual license “How do you plan to purchase management and automation software within two years?(Check all that apply) Base: 491 (2011), 174 (2012), and 155 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  32. Vendor reputation “Please rate each of the following major vendors for their ability to solve your broader challenges (not point tools) for management and automation software.” (1 = No value; 5 = Valued partner) *2011 was Quest, since acquired by Dell **2011 was Novell, since acquired by NetIQ Base: 491 (2011), 163 (2012), and 183 (2013) IT service management professionals; Source: Forrester/itSMF US ITSM Online Survey (Q2 2011, Q3 2012, Q3 2013)

  33. Exciting new vendors “Which small vendors are you most excited about?” Base: 56 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  34. Bonus Question It’s a bird, it’s a plane… it’s ITSM!

  35. Bonus question! “Which comic book hero best represents the way your company feels about you/your department?” Base: 177 IT service management professionals; Source: Forrester/itSMF Q3 2013 US ITSM Online Survey

  36. Courtney Bartlett +1 212.857.0725 cbartlett@forrester.com Twitter: @cebartlett

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