Organisations that are leaders in IT service management (ITSM) aren’t just working hard and striving to improve, they are also ensuring that systems leverage the technologies and communication channels that its users rely on. This report analyses some of the key challenges that businesses face in IT support today, and how failure to grow its ITSM practices could result in IT being left behind. It also looks at the strategies and practices that leading organisations follow in order to build effective and cost-efficient IT support that meets the needs of end-users.
Stuck on the IT Support Treadmill
For many businesses today, IT service and support systems are constantly in survival mode. Unfortunately, when IT is mainly fixing technical problems, there isn’t time to help businesses utilise and benefit from new technologies. Instead of being seen as a driver of innovation, IT is sometimes regarded as a barrier that makes it difficult to leverage new technologies.
In Aberdeen’s research into organisations that are Best-in-Class in ITSM and in building effective IT organisations, they find that these leaders are able to take ITSM to the next level by embracing agile strategies and capabilities that take advantage of emerging technologies and trends to make IT a key business partner.
Giving IT Support 110% Effort
Using data from their research survey, IT Service Management, Aberdeen identified three key performance criteria to distinguish the Best-in-Class (top 20% of aggregate performers) from the Industry Average (middle 50%):
- On-time and on-budget completion of IT projects
- Number of downtime events
- Average response time to IT service requests
When they asked businesses what strategies it was following to improve IT service and support offerings, they saw some key differentiators between the Best-in-Class and Industry Average (as shown in Figure 1 below).
However, taking ITSM to the next level isn’t just about strategies. Leading organisations understand the necessity to implement and leverage the key capabilities that users and businesses need to power a modern business.
The data shown in Figure 2, shows that the Best-in-Class respondents don’t simply put strategies in place, but implement and leverage these capabilities in the IT and support service systems on which they rely, in order to keep their companies up and running.
Building a Strong and Healthy ITSM Organisation
Can one really tell what the next level of something like ITSM looks like? One way would be to look at what successful ITSM organisations look like, and what benefits are gained by implementing the strategies and capabilities outlined in this report.
Among the major benefits of Best-in-Class ITSM organisations identified by Aberdeen are:
- Best-in-Class ITSM organisations are twice as likely to have ZERO downtime events in a year compared to the Industry Average.
- While no Best-in-Class organisation in Aberdeen’s research had 10 or more downtime events in a year, 26% of Industry Average organisations had to deal with this high level of downtime and lost productivity.
- Businesses with Best-in-Class ITSM organisations are nearly three times more likely to rate its organisation as extremely productive.
- Some 79% of the end-users in Best-in-Class organisations are satisfied with its IT services, compared to only 52% in Industry Average organisations.
Leading organisations have found that by leveraging smart strategies, utilising new and emerging technologies and trends, and enabling collaborative connections, they can improve the quality of support, eliminate downtime and problems, reduce costs and enhance productivity.
Aberdeen Group has been an international research partner of Nebula since 2010. With thousands of research documents, growing daily, Aberdeen’s research library helps enterprises and service providers discover the priorities and strategies of best-in-class enterprises.
Besides Nebula’s insight and research services, we also provide services to help large enterprises assess, optimise and manage their enterprise ICT environments.
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