ITSM Trends Survey 2012: The State of the Dev-Ops Union

In a recent survey at itSMF’s FUSION 12 conference in Dallas, Texas, almost 200 conference attendees shared their thoughts on the state of IT Service Management (ITSM) – what’s working and what’s not, their levels of ITSM process maturity, their biggest challenges and much more.

Enterprises no longer look to IT to deliver just “break-fix” services. As many of them shift to conducting business on-line, they rely on IT to provide a new kind of service – delivering and maintaining revenue-generating applications that are increasingly the face of the business. The survey revealed that it’s time for organizations to take a more holistic approach to ITSM as prescribed by ITIL v3. In this new on-line world, it’s all about Service Transition, rapidly delivering business-enabling services, and that’s exactly what’s reflected in the results.

The survey highlights people, process and system disconnects especially within development and operations organizations that can severely impact an enterprise’s ability to rapidly deliver innovative applications and services to stay competitive.

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