8th annual itsm industry survey results

July 25th, 2013

Copyright 2013, Navvia - a division of Consulting-Portal

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A review of the results from the 8th Annual ITSM Industry Survey which was conducted

January to April 2013

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Today’s Hosts

David Mainville, Co-founder

Copyright 2013, Navvia - a division of Consulting-Portal 32013-07-25

Cecile Hurley, Customer Success Manager


Housekeeping

QA&Type Your Questions Here


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Prize Draw

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Stay Tuned!A drawing for an

APPLE TVwill be held at the end of today’s webinar


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Accelerate ITSM Success with Navvia

Software & Services for your ITSM program

Over 14 years of ITSM success!

Navvia Software

8Copyright 2013, Navvia - a division of

Consulting-Portal

The Navvia Process Management Platform

9Copyright 2013, Navvia - a division of Consulting-Portal

The Four Key Components

Embed Service Management into

your company’s DNA

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Navvia Services

When you need the help we are here!

• Virtual Consulting - access to ITSM and Process help when you need it

• Onsite Consulting - From strategy through to process assessments, design and implementation

• ITSM Tool Implementation

• Onsite ITSM Education - a robust curriculum of ITSM courses delivered on-premise



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Survey Structure

34 questions covering:– Organizing for

ITSM– ITSM Processes – ITSM Governance– ITSM Tools– Training & Certification

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Survey Participation

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• 179 Completed Surveys

• 12 Countries

• 12 Industry Sectors

• 8 Job functions


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# of Respondents

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Countries

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72%

19%

7%3%

USACanadaOtherUnited Kingdom


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Industry Sector

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Job Function / Role

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• Companies are dedicating resources to ITSM

• Acceptance of SaaS continues to grow

• Companies are moving beyond Incident, Problem and Change – they are maturing

• SACM / ITAM is hot

• Service Request, Service Catalog and Service Level Management are gaining ground

• Governance and Continual Improvement remains weak

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Service Management Trends


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Audience Participation

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What is the highest level of ITSM sponsorship in your organization?

1. President or “C” Level

2. Vice President Level

3. Director Level

4. Manager Level


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Executive Sponsorship Remains Strong

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69% of the respondents have VP level or higher support for their ITSM program

Source: 8th annual ITSM Industry Survey


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How are you organized to Support ITSM

1. Dedicated ITSM organization with full-time resources

2. Dedicated ITSM organization with part-time resources

3. Part-time resources only

4. No resources allocated


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Organizing for ITSM

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70% of the respondents have a dedicated ITSM organization



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Organizing for ITSM

• Executive support is essential to an ITSM program– Support remains strong

• The proof comes in the form of committing resources– 70% of the companies have a

dedicated ITSM organization– 56% have full-time resources– 22% part-time– 7% of respondents have no

resources allocated to ITSM at all

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Has your organization conducted an ITSM Assessment in the last 18 months?

1. Yes

2. No


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ITSM Assessments

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49% of the respondents have conducted an ITSM assessment in the last 18 months



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Value of an ITSM Assessment

• ITSM assessments are essential to identifying priorities and laying out a roadmap– 49% of respondents have conducted

an ITSM assessment in the last 18 months

– 93% found it to be of value– 48% did a self assessment while 42%

used an outside firm

• 57% of our respondents have a documented ITSM roadmap– 88% see value in the roadmap– 12-24 months is the typical horizon

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Which ITSM Process Framework are you using?

1. ITIL V2

2. ITIL V3 / 2011

3. IBM ITPM

4. HP ITSM

5. Microsoft MOF


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ITIL V3 / 2011 is the preferred ITSM framework

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92% of respondents use ITIL V3, up from 84% in last year’s survey



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ITSM Processes• 97% of respondents are utilizing ITIL, vast

majority using V3/2011• A number or organizations are using a

hybrid of ITIL along with frameworks such as Lean, CMM and SAE3402

• Numerous comments on how ITIL is not applicable or incomplete

• 73% of companies planning on implementing one or more processes within the year

• People are moving beyond Incident, Problem and Change

– SACM (ITAM), Service Request, Service Catalog and Release & Deployment Management leading the way

• Majority of companies working on multiple processes

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Do you have formal governance in place for ITSM?

1. Defined, implemented and enforced

2. Defined but not implemented

3. Implemented but not enforced

4. No ITSM governance in place


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Governance remains very weak

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Only 29% of respondents have implemented and enforce, up slightly from 28% in last years survey



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ITSM Governance• Only 30% of the respondents have

actionable metrics– 18% have no metrics at all– 53% have metrics but no follow-up

• 42% of respondents have their processes audited

– 65% use a mix of internal and external auditors

• 49% of the respondents use COBIT for ITSM governance

– Followed by 33% for ISO20000

• 34% of the organizations have linked ITSM to a Quality Program

– 42% of those use Six Sigma– 23% use ISO9000

• 64% see value in linking ITSM to a Quality program

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What is your organization’s position on SaaS using tools for ITSM?

1. We do not allow SaaS applications

2. We currently have no SaaS applications but are investigating

3. We currently use SaaS applications

4. Don’t know


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Acceptance of SaaS continues to grow

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65% of respondents are either using or investigating SaaS, up from 50%



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ITSM Tools• 45% of respondents use a single

integrated ITSM tool– 30% have multiple tools– 24% have no tools

• 38% of respondents have implemented a CMDB– 43% are planning to implement

• 65% have or are planning to implement Auto Discovery tools

• Service Level Management Tool– 23% have implemented, 45% planning

on implementing

• Service Catalog Tool– 41% have implemented, 37% are

planning on implementing

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What is your personal level of ITIL certification?

1. ITIL V2 Foundations

2. ITIL V3 Foundations

3. ITIL Practitioner / Intermediate / Capability / Lifecycle

4. ITIL Service Manager / Expert

5. No Certifications


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Certification is important to ITSM practitioners

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Only 4% of the respondents have no ITSM related certification



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Training and Certification• 51% of the organizations have a formal

ITSM training program– The majority of those, 49%, only offer

foundations training– 21% offer intermediate training– 26% offer ITIL Expert

• 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)

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Top 5 Reasons ITSM Initiatives Fail

• Lack of a Plan

• Unrealistic Expectations

• Skepticism (management & staff)

• Poor Requirements Definition

– Lift & Shift approach to ITSM

• Poor Governance & Controls

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Lessons from Experience

• Service Management is more than a tool• Don’t bite off 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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41Copyright 2013, Navvia - a division of

Consulting-Portal

Coming Soon


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Coming Soon

• Navvia Product Demo– Tomorrow, 1PM Eastern http://n.navvia.com/navvia-weekly-demo

• ITSM Leadership Forum (Pink Elephant)– August 12-13 in Scottsdale AZ

• ITSM Quickstart – Your First Process and Beyond– August 22nd (webinar)

• “Oh Grow Up” – A panel discussion on Maturity Assessments

– September 12, Minnesota LIG

• Navvia September Release - Sneak Peek – September 19th (Webinar)

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http://n.navvia.com/navvia-weekly-demo

http://n.navvia.com/navvia-weekly-demo


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Prize Draw

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Thank You!David Mainville

[email protected]

Twitter: @mainville

navvia.com/library


mailto:[email protected]

http://www.navvia.com/resources


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AppendixComplete set of responses


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1: What is the highest level of active sponsorship for ITSM (IT Service Management) within your company?

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2: Have you conducted an ITSM assessment / benchmark within the last 18 months?

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3: How did you conduct the assessment / benchmark?

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4: Was the assessment of value?

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5: Do you see value in conducting an ITSM assessment / benchmark?

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6: Do you have a documented roadmap / timeline for the implementation of ITSM?

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7: What is your implementation roadmap / timeline?

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8: Do you see value in having such a roadmap / timeline?

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9: How are you organized to support ITSM?

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10: Are you utilizing a recognized process framework for ITSM?

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11: Which ITSM Process framework are you using?

Comments (other)We are working on hybrid extracting from ITIL, CMMI, LEAN and a few others... For framework and process improvement...Hybrid of best practicesCombination of ITIL and ISAE 3402

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12: Are you planning on adopting ITIL V3 / ITIL 2011?

Answer Text Comments

Yes Unfortunately we say we are using it but other than saying ITIL we have no structure or resources around this effort.Yes don't knowYes Hopefully, within the next year or so.Yes 07/2013Yes nowYes soonYes 3 years outYes by 2014No Not sure. It's not my decision.No Not preparedNo ITIL is just one of many frameworks. If we wanted to be like everybody else, we'd do the same thing as everybody else.No noneNo Too small of an organization

NoSome parts of the ITIL v3 framework don't equate to our business model, so we adopted what does match and came up with our own for other portions that did not.

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13: Are you planning on implementing one or more processes within the next year?

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14: Do you have formal ITSM governance in place?

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15: Do you have defined metrics for your ITSM processes?

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16: Are your ITSM processes audited?

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17: Who performs the audit?

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18: What framework do you use to audit your processes?


Other I don't know

Other not sure

Other SSAE 16

Other don't know

Other Includes SOX. Not sure which framework was used.

Other Nothing formal

Other SOC

Other ISAE 3402

Other FFIEC

Other MAR

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19: Will you be required, or are there plans in place, to formally audit your processes?

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20: Is your IT Process Improvement part of a company-wide quality program?

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21: Which program do you follow?


Other industry norms/ experienceOther Best practices of eachOther ITIL and LEANOther HybridOther Mix ISO (9001-20000-14001-27001)Other TQM, ISO 9000 and Six Sigma its a large company so different lines of business follow their own programs.Other Home grown quality program.Other N/AOther lean SDLCOther Homegrown solutionOther In house programOther BlendedOther n/aOther Internal Controls frameworkOther confidential

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22: Do you see value in linking your IT Process initiative to a quality program?

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23: Which vendor(s) and product(s) do you use to support your ITSM Processes?

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24: Have you or are you planning on implementing a CMDB (Configuration Management Database)?

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25: Have you implemented or are you planning on implementing auto-discovery tools?

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26: Have you implemented or are you planning on implementing a Service Level Management product?

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27: Have you implemented or are you planning on implementing a Service Catalog product?

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28: What is your organization's position on using SAAS tools for ITSM?

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29: What is your level of ITIL certification/training?

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30: Do you have an ITSM training program in place?

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31: What is the highest level of ITSM training you provide to your staff?

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32: What is your preferred method of training your staff?

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33: Who currently delivers your ITIL training?

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34: Are you planning on implementing an ITIL training program?

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End of Appendix

2013-07-25

8th annual itsm industry survey results

Technology