IT organizations are being called upon to provide the most mission critical of services – delivering and maintaining revenue-generating applications that are the face of the business. But a recent survey of 200 IT professionals from a variety of industries revealed an appalling lack of service management process and tool maturity within organizations. This severely impacts their ability to respond to the increasing pace of service demand from the business.
The survey’s key findings were as follows:
The survey results indicate that it is time for organizations to take a more holistic approach to ITSM as prescribed by the five core publications in ITIL v3 – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. In this new on-line world, it’s all about Service Transition, rapidly delivering services required by the business into operational use, and that’s exactly what’s reflected in the survey results.
Many organizations have recognized this challenge and are doubling down on streamlining service and release management, the Agile-ITIL interface. Perhaps Matt Stratton, Director of Technical Infrastructure at Apartments.com, says it best.
|Amita Abraham is Group Product Marketing Manager for Service Management and Process Management solutions at Serena Software. Prior to joining Serena, Amita led product marketing for Fujitsu’s BPM and SOA solutions for 8 years.|