2014 navvia itsm survey industry results

2014 ITSMIndustry SurveyLive WebinarNovember 6th, 2014

Maximizing Your Investment in ITSM / 2014

9th Annual ITSM Industry Survey

A review of the results from the 9th Annual ITSM Industry Survey which was conducted:

January to August2014

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David MainvilleCeo & Co-Founder

Today’s Hosts

Cecile HurleyCustomer Success Manager

Roy AtkinsonSenior writer at HDI and industry analyst

Today’s Panelists

Stephen MannIndependent ITSM

industry pundit

Audience Participation

Q & A Polling Here

Type Your Questions here

Prize Draw

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APPLE TVwill be held at the end of

today’s webinar

Deliver the Value Business DemandsSoftware & Services for your ITSM program

Navvia Highlights in 2014

Navvia Recognized by Gartner Some New Navvia Clients

The Five Key Components Embed Service Management into your company’s DNA

Quickly evaluate the health of existing ITSM processes and

identify areas to improve

Audit processes with indus-try standard frameworks like

ITIL® & COBIT®

Easily create and document ITSM processes and share

them with everyone

Make everyone part of the process improvement

through social engagement

Expand both your knowledge and knowhow to take

a DIY approach to IT Service Management

Navvia Services

When and where you need help - we are here!

Complete Navvia Software Training and Support

Onsite or Virtual Consulting Services as Required

Comprehensive ITSM Tool Implementation Support

Onsite or Virtual IT Service Management Training

Organizing for ITSM

ITSMProcesses

ITSMGovernance

ITSMTools

Training &Certification

35 questions

covering

Survey Structure

Survey Participation

17 Countries14 job functions16 industry sectors[ ]

United States

Canada

United Kindom

Other Countries

Countries

Industry SectorIT Outsourcing / Services

Healthcare

Consulting

Manufacturing

Education

Financial Sevices

All Other Sectors

10%35%

15%14%7%

Job Function / Role

21%25%

14%Consultant

Manager

Director

Practitioner

Vendor

Other Job Functions / Roles

Service Management Trends

• Companies are dedicating resources to ITSM• Acceptance of SaaS continues to grow• Training continues to get put to the sidelines• Governance and Continual Improvement remains weak• Tool vendors starting to talk more about Outside IT initiatives• ITSM tool implementations increasingly seen as projects not part of

program delivering business value

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

1. President, CEO2. CxO (”C” level executive management)3. Vice President (including SVP and AVP)4. Director5. Other6. No active sponsorship

Executive Sponsorship Remains Strong

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

18% 18%8% 5%

President, CEO

CxO (”C” level executive management)

Vice President (including SVP and AVP)

Director

No active sponsorship

How are you organized to support ITSM?

1. Dedicated ITSM organization with full-time resources2. Dedicated ITSM organization with part-time resources3. Part-time resources only4. No resources allocated

Organizing for ITSM

72% of the respondents have a dedicated ITSM organization

Dedicated ITSM organization with full-time resources

Dedicated ITSM organization with part-time resources

Part-time resources only

No resources allocated

14% 19%9%

Organizing for ITSM

• Executive support is essential to an ITSM program - Support remains strong• The proof comes in the form of committing resources - 72% of the organizations have a dedicated ITSM organization - 58% have full-time resources - 14% part-time - However, 9% of respondents have no resources allocated to ITSM at all

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

1. Yes2. No

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

52% 48%

Value of an ITSM Assessment

• ITSM assessments are essential to identifying priorities and laying out a roadmap

- 52% of respondents have conducted an ITSM assessment in the last 18 months

- 56% did a self assessment while 44% used an outside firm

- 94% found it to be of value

• 63% of our respondents have a documented ITSM roadmap

- 94% see value in the roadmap

- 6-18 months is the typical horizonCurrent

ProcessEnhancement

OrganizationalChange

Quick Wins

TechnologyDeployment

FutureState

ITIL V3 / 2011 is the preferred ITSM framework

90% of respondents use ITIL V3, down from 92% in last year’s survey

ITIL V2

ITIL V3 / ITIL 2011

IBM Proprietary (ITPM)

HP Proprietary (ITSM)

Microsoft Proprietary (MOF)

Other5%

0% 0% 2% 3%

ITSM Processes

• 95% of respondents are utilizing ITIL, vast majority using V3/2011

• 74% of companies planning on implementing one or more processes within the year

• More people looking to automate the discovery process with technology

• Organizations are using many frameworks in combination with ITIL and COBIT to achieve their goals.

Do you have formal ITSM governance in place?

1. Defined, implemented, and enforced2. Defined but not implemented3. Implemented but not enforced4. No ITSM governance in place

Governance remains very weak

Defined, implemented, and enforced

Defined but not implemented

Implemented but not enforced

No ITSM governance in place26% 26%

Only 26% of respondents have defined, implemented and enforce governance, down slightly from 29% in last years survey

• 45% of the respondents have actionable metrics - 17% have no metrics at all - 58% have metrics but no follow-up• Only 38% of respondents have their processes audited - 45% use a mix of internal and external auditors• 37% of the respondents use COBIT for ITSM governance - Followed by 33% for ISO20000• 47% of the organizations have linked ITSM to a Quality Program - 38% of those use Six Sigma - 25% use ISO9000• 69% see value in linking ITSM to a Quality program

ITSM Governance

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

1. Our organization does not permit the use of SAAS tools2. We currently do not use any SAAS solutions to support ITSM, but we are investigating using them in the future3. We currently use one or more SAAS solutions for ITSM4. I do not know the organization’s position

Acceptance of SaaS continues to grow

72% of respondents are either using or investigating SaaS, up from 65%

Our organization does not permit the use of SAAS tools

We currently do not use any SAAS solutions to supportITSM, but we are investigating using them in the future

We currently use one or more SAAS solutions for ITSM

I do not know the organization’s position

32%40%

• 45% of respondents use a single integrated ITSM tool - 34% have multiple tools - 21% have no tools• 38% of respondents have implemented a CMDB - 43% are planning to implement• 68% have or are planning to implement Auto Discovery tools• Service Level Management Tool - 29% have implemented - 40% are not planning on implementing• Service Catalog Tool - 38% have implemented, 38% are planning on implementing

ITSM Tools

What is your level of ITIL certification/training?

1. ITIL V2 Foundation2. ITIL V3 Foundation3. ITIL Practitioner / Capability / Lifecycle4. ITIL Service Manager / Expert5. Other ITSM related certification (e.g., COBIT, ISO)6. No ITSM related certification attained

Certification is remains important to ITSM practitioners

Only 15% of the respondents have no ITSM related certification and we saw an increase in ITIL Service Manager/Experts respond – Up just over 20%

ITIL V2 Foundation

ITIL V3 Foundation

ITIL Practitioner / Capability / Lifecycle

ITIL Service Manager / Expert

Other ITSM related certification (e.g., COBIT, ISO)

No ITSM related certification attained4%

• 51% of the organizations have a formal ITSM training program - 49% only offer ITIL Foundations training - 21% offer ITIL Intermediate training - 26% offer ITIL Expert training• 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)

Training and Certification

Top 5 Reasons ITSM Initiatives Fail

54321 Lack of a Plan

Unrealistic Expectations

Skepticism (management & staff)

Poor Requirements Definition (Lift & Shift approach to ITSM)

Poor Governance & Controls

Lessons from Experience

• Processes erode over time without governance• Focus on long term value not short term project success• Program not project• ITIL is only 1 of a number of best practice frameworks• Without training, people won’t understand the why• It’s seldom the tool that’s the problem

Coming Soon

itSMF Educause group - Webinar November 12th

itSMF Ottawa - December 4th

PinkNORTH Toronto - December 8-9

Pink 15 Las Vegas - Feb 15-18 2015

Thank You!David Mainville

dmainville@navvia.com Twitter: @mainvillenavvia.com/library

AppendixComplete set of responses

What is the highest level of active sponsorship for ITSM (IT Service Management) within your company?01

18% 18%8% 5%

President, CEO

CxO (”C” level executive management)

Vice President (including SVP and AVP)

Director

No active sponsorship

Have you conducted an ITSM assessment / benchmark within the last 18 months?02

52% 48%

How did you conduct the assessment / benchmark?03

Self-assessment

On-line tool

Hardware or software vendor

Professional services firm

Was the assessment of value?04

Do you see value in conducting an ITSM assessment / benchmark?05

Do you have a documented roadmap / timeline for the implementation of ITSM?06

What is your implementation roadmap / timeline?07

0-6 months

6-12 months

12-18 months

18-24 months

24 months and greater13%24% 22%

14%27%

Do you see value in having such a roadmap / timeline?08

How are you organized to support ITSM?09

Dedicated ITSM organization with full-time resources

Dedicated ITSM organization with part-time resources

Part-time resources only

No resources allocated

14% 19%9%

Are you utilizing a recognized process framework for ITSM?10

Which ITSM Process framework are you using?11

ITIL V2

ITIL V3 / ITIL 2011

IBM Proprietary (ITPM)

HP Proprietary (ITSM)

Microsoft Proprietary (MOF)

Other5%

0% 0% 2% 3%

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

47%53%

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

No, we are not planning on implementing any processes

Yes, we are planning on implementing one or more processes

Do you have formal ITSM governance in place?14

Defined, implemented, and enforced

Defined but not implemented

Implemented but not enforced

No ITSM governance in place26% 26%

Do you have defined metrics for your ITSM processes?15

No metrics

Many metrics defined, little actionable data

Actionable data, little or no follow-up

Actionable data used for continuous improvement

36%23% 24%

Are your ITSM processes audited?16

Who performs the audit?17

20%35%

External auditors

Internal auditors

A mix of both external and internal auditors

What framework do you use to audit your processes?18

ISO / IEC 20000

37%47%

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

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

47%53%

Which program do you follow?21

Six Sigma

ISO 9000

Other38%

25% 29%

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

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

We have no formal tools in support of ITSM processes

We have a single integrated ITSM tool

We have multiple ITSM tools

45%34%

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

No, we have not nor are we planning on implementing a CMDB

Yes, we have implemented

Yes, we are planning on implementing a CMDB

38% 42%

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

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

No, we don´t plan to

Yes, we have implemented a Service Level Management product

We are planing on implementing a Service Level Management product41%

29% 30%

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

No, we don´t plan to

Yes, we have implemented a Service Catalog Product

We are planing on implementing a Service Catalog Product

24%38% 38%

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

Our organization does not permit the use of SAAS tools

We currently do not use any SAAS solutions to supportITSM, but we are investigating using them in the future

We currently use one or more SAAS solutions for ITSM

I do not know the organization’s position

32%40%

What is your level of ITIL certification/training?29

ITIL V2 Foundation

ITIL V3 Foundation

Other ITSM related certification (e.g., COBIT, ISO)

No ITSM related certification attained4%

Do you have an ITSM training program in place?30

46%54%

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

ITIL Foundation

Other ITSM training (e.g., COBIT, ISO)

13% 19%5%

What is your preferred method of training your staff?32

Open enrollment

Dedicated classes

Who currently delivers your ITIL training?33

In-house staff

Hardware or software vendor

Dedicated training vendor

Professional services firm

23%11%

Are you planning on implementing an ITIL training program?34

When do you expect to implement your ITIL training program?35

0-6 months

6-12 months

12 months and greater

38%24%

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