5th Itsm Industry Survey Whitepaper

February 8, 2010
Analysis of Consulting-Portal’s 5th

Annual ITSM Industry Survey
The Top 5 ITSM Trends for 2010

About This Survey
5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010
Consulting-Portal Inc. is pleased to release the

results of our fifth annual IT Service Management
(ITSM) Industry Survey. We would like to thank all
of those who took the time to complete the survey
questions.
Goal of the Survey

The goal of this annual survey is to assess the state
of ITSM implementations within North America
and to use these results to identify key trends and
opportunities for the ITSM community.
Structure of the survey

We designed a set of 35 questions around what we
believe are the critical success factors in any ITSM
initiative:
• Sponsorship
• Organization and Governance
• Best Practices
• Training In publishing the results of this ITSM Industry
• Measurement and Audit Survey, we have faithfully tabulated the responses of
• Continuous Improvement all 189 participants. We make no claim that the
• ITSM Tools responses are the official responses of the
organizations that the participants work for. We
Participants present the results anonymously, without any specific
There were 189 participants who completed our attribution.
survey and submitted their responses.
We have also added our own commentary, drawn
from our experience, where we felt it appropriate.
Participation came from a diverse cross section of

industries including financial services, government
agencies, communications & media, and other
assorted sectors.
Copyright Consulting-Portal Inc. - All rights reserved 2

About Consulting-Portal
Since 1999 CP has been helping IT organizations of

all sizes to assess, design and implement robust IT “In the fall of 2008 Consulting-Portal
Service Management processes. launched ITOptimizer. With ITOptimizer
an organization can Assess, Design and
Consulting-Portal specializes in all aspects of IT
Service and Enterprise Systems Management Govern their IT processes”
including:
• ITSM Strategy & Planning - we help organizations • eAssessment - distribute ITIL or COBIT web
develop and implement their IT Service based assessment questionnaires to any number of
Management strategies recipients over the web. Leverage our built-in
questionnaires or develop your own. Manage the
• ITSM Design & Implementation - we help complete assessment project from distribution
organizations assess, design and implement robust through to the reporting of results. In-depth
IT Service Management processes based on best reporting allows you to identify, slice and dice the
practices such as ITIL, CobiT and ISO20000 data in support of identifying process gaps
• ITSM Education- we deliver a comprehensive • eGovernance - take advantage of Consulting-

curriculum of IT Service Management training Portals Governance reference model to manage
delivered onsite at your facility, virtually over the your processes against frameworks such as ITIL,
web and on-demand through online self paced CobiT and ISO20000. Create and assign
training Governance tasks and measure process compliance
in real-time through dashboards and reports.
We deliver all of our consulting projects on a fixed- Assign responsibility and accountability for
price basis using full-time employees, each with over Governance to specific individuals and capture
25 years of IT experience. evidence of compliance
• eEducation - gain access to a growing curriculum

ITOptimizer - online tools for the ITSM of ITSM education included in the cost of your
practitioner subscription. This education is delivered over the
internet by a live instructor and is focused on
In the 4th quarter of 2008 Consulting-Portal practical ways to make you a better ITSM
released ITOptimizer, our online tool-kit for the practitioner
ITSM practitioner. This tool-kit was initially
designed to improve the productivity of our
consultants on client engagements. We now offer The ITOptimizer solution is a subscription based
that productivity improvement directly to the ITSM service that is hosted at a SAS70 type II datacenter.
practitioner through a cost effective, subscription
based service. There are no capital costs and all software upgrades
and enhancements are included in the subscription
ITOptimizer provides online tools to Assess, Design price.
and Govern your ITSM processes. The modules
include: To learn more about Consulting-Portal please visit
us on the web at:
• eProcess - take advantage of a powerful process
modeling tool complete with a comprehensive www.cportalinc.com
library of field tested ITSM process templates to
accelerate your ITSM process design work.
Capture all elements of a process right down to the www.itoptimizer.com.
tool, data and procedural requirements. Update
your process in a single repository and
automatically produce over 17 different process
artifacts including word documents, flow diagrams,
RACI diagrams and more.

Analysis of the Survey Results
The Top Five ITSM trends for 2010 - By David Manville - CEO and Co-founder
Consulting-Portal launched its annual ITSM

Industry Survey in 2005 in order to stay on top of “For the past five years Consulting-
relevant trends so that we could better service the Portal has been conducting the IT
ITSM community. Service Management Industry Survey.
The 5th annual survey has identified 5
Over the past five years the survey has shown that very interesting trends for 2010”
ITSM implementations as a whole continue to
mature which speaks very well of the community of There is more focus on Customer Facing
ITSM practitioners. This years results were
processes
especially exciting.
Incident, Problem and Change Management have
consistently been the focus of most ITSM programs.
We have seen more competition and innovation in However this year we saw the Service Level
the area of ITSM tools. “Software as a Service” Management and the Service Catalog Management
has become a contender in the ITSM tool space and
processes take a dramatic leap forward. We see this
we are also seeing a stronger adoption of auto-
as a positive trend as these processes are key to
discovery and dependency mapping tools in support
bridging the gap between IT and the business.
of configuration management and impact analysis.
SaaS is on the rise as an ITSM solution
In addition, the introduction of SaaS services, not
Software as a Service, Cloud Computing, Utility
only in the ITSM space but in areas such as CRM
Computing - whichever name you prefer, the
and ERP, now provides the business with
trend towards customers subscribing to
more “on-demand” options for their IT
hosted ITSM tools is definitely on the
needs. IT practitioners need to
rise having grown from 0 to 17% in
understand and embrace SaaS as
just 2 years.
part of a holistic Service Delivery
Model as there will be more
demands for these types of solutions Auto-discovery / Dependency
from the business. Mapping is hot
Configuration Management and the
While we are seeing a steady rise in CMDB has long been the holy grail of
organizational support for ITSM there are IT Service Management, but as with most
still some areas of concern. things, the devil was in the details. Populating a
CMDB with all your IT assets and identifying the
Organizational governance of ITSM remains weak relationships between them was an arduous task
which can potentially minimize the value of ITSM that killed most CMDB initiatives. All that has
as processes begin to break-down due to neglect and changed with the introduction of the latest
a lack of organizational focus. generation of Auto-Discovery tools and Dependency
Mapping solutions.
The following is a summary of the five key trends for
2010. We thank you for your support and look We have seen a significant consolidation of vendors
forward to your participation next year. in this space with companies such as BMC, EMC
and HP making significant acquisitions with the goal
Organizational Support for ITSM is up of integrating these solutions into their ITSM suites.
The past five years have shown a steady increase in
executive support for ITSM and this year is no Organizational Governance is still weak
different. Support at the President and CEO level is I believe that the #1 risk facing most ITSM
the highest we’ve seen at 21%. However we still programs is the lack of Governance. There is no
have a long way to go. value in a process that isn’t followed and break
downs will be blamed on the ITSM program.
We have also seen an increase in the number of Effective and practical Governance is the best way to
organizations that have established ITSM groups ensure you are delivering on the promise of IT
with dedicated full-time resources. Service Management.

Summary of Results
ITSM Poll 2009 Summary

The following is a summary of the survey results along with our commentary.
The responses are organized by critical success factor.
Organizing for ITIL “Only 29% of the respondents
Time: 49 sec Dropenforce Off: 1.5% Voters:
Question #14:
2. What is the highest level of sponsorship for ITSM governance. A lack of
OnITSM
which at processes
your company? are you currently placing governance directly translates
focus (implementing or planninginto a
to implement in
‣ 54%
next 3-6 ofmonths)?
respondents have Pleaseactive sponsorship
Check as many breakdown
as apply. of the processes making it
at the CXO level or above. High level difficult to achieve any ROI on the Vote
sponsorship is improving. Last year only 48% program.”
Noneof respondents had this level of support 2.0% 4
‣ Executive
Incident sponsorship is critical to the success - 2009/2010 ITSM Survey
Management 65.3% 128
of an ITSM
Problem Management
initiative and we feel the lack of 60.7% 119
executive sponsorship directly relates to the Assessing your current state
Change Management 68.4% 134
poor showing in Governance and Metrics 3. Have you conducted an ITSM assessment/
10. How
Asset are you organized
/ Configuration to support ITSM?
Management benchmark within the last 18 months?55.1% 108
‣ 90% of respondents
Release / Deployment Management have allocated either full ‣ 54% of respondents have conducted38.3% 75
or part-time resources to their ITSM initiative assessment within the last 18 months
Knowledge Management 36.7% 72
‣ 69% of the respondents have a dedicated ‣ Assessments are the catalyst for improvement
EventITSM organization
Management and the basis of a roadmap and should 19.9%be 39
ITSM We
Poll
feel
2009
this
Summary
represents grass roots support for
‣
Request Fullfillment done periodically to help keep t he program39.8% 78
IT Service Management which is crucial for on track and top of mind
Service Level Management 47.4% 93
long-term success 4. How did you conduct the assessment/
15. Do you
Service have formal
Catalog ITSM governance in place?
Management
benchmark? 47.4% 93
YES‣ -Only
I am 29%
ready
Capacity Management of the
to respondents
proceed enforce ITSM ‣ Of the 54% who conducted an assessment, 100.0%
17.3% 247
34
governance. This number has remained surprisingly there was an even split between
Availability Management 15.3% 30
constant for the past 2 years self-assessments (43%)
Question #2: Time: 21andsecusing
Dropa professional
Off: 7.7% Voters
‣ This isContinuity
IT Service a significant finding and it is
Management services firm (41%), 9% used an on-line 21.9%tool 43
disconcerting
Supplier
What isManagement
that the number has not
the highest level of active sponsorship forand ITSM 5%(IT
usedService
a hardware/software
Management) vendor
9.7%
at your 19
increased since last year. A lack of governance
company? ‣ We believe a self-assessment is an acceptable
IT Financial Management 10.7% 21
directly translates into a breakdown of the option provided that it is based on best Vot
processes
Service Portfoliomaking it exceedingly difficult to
Management
practices and conducted in a structured 19.9% 39
achieve
President any
& CEO Return on Investment
Continual Service Improvement Processes (ROI) on manner. We predict more organizations
21.1%
29.1% will
48
57
CXO the program be turning to self assessments. 35.1% 80
Other 1.0% 2
Director (or lower) 34.6% 79
No active sponsorship 9.2%

Time: 45 sec Drop Off: 21
1.0% Voters:
Question #15:
Do you have formal ITSM governance in place? Time: 20 sec Drop Off: 5.3% Voters
Question #3:
Vote
Have you conducted an ITSM
Defined, implemented and enforced
assessment / benchmark within the last 18 months?
28.4% 55
Vot
Defined but not implemented 20.1% 39
Yes 53.7% 116
Implemented but not enforced 20.1% 39
No 46.3% 100
No ITSM governance in place 31.4% 61
Question #4: Time: 14 sec Drop Off: 1.7% Voters

Question #16: Time: 18 sec Drop Off: 0.5% Voters:
How did you conduct the assessment / benchmark?

Do you have defined metrics for your ITSM processes?
Vot
Vote
Self assessment 43.9% 50
No metrics 13.0% 25
On-line tool 9.6% 11
Many metrics defined, little actionable data 46.1% 89
Hardware or software vendor 5.3% 6
Actionable data, little to no follow-up 22.8% 44
Professional services firm 41.2% 47
Actionable data used for continuous improvement 18.1% 35

Question #17: Copyright Consulting-Portal Inc. - All rights reserved Time: 10 sec Drop Off: 0.5%5 Voters:
Was the assessment of value?
Summary of Results
What is the highest level of active sponsorship for ITSM (IT Service Management) at your
company?
The following is a summary of the survey results along with our commentary. Vot
The responses
President & CEO are organized by critical success factor. 21.1% 48
CXO 35.1% 80
5. Was the assessment of value? “93% of the respondents see value in
‣ 93%(or
Director of lower)
respondents believed the process conducting an IT Process Assessment 34.6% 79
assessment was
No active sponsorship of value and 52% of those individuals have a
9.2% 21
‣ This supports our view that assessments are in documented ITSM roadmap ”
fact a catalyst for change and a necessary
component
Question #3: of an ongoing ITSM program 2009/2010 ITSM Survey Time: 20 sec Drop Off: 5.3% Voters
6. Do you see value in conducting an ITSM
Have you conducted an ITSM assessment / benchmark within the last 18 months?
assessment/benchmark?
‣ 80% of respondents who did not conduct an 8. What is your roadmap/implementation Vot
Yes ITSM assessment see potential value in timeline? 53.7% 116
conducting an assessment to create a ‣ Among the respondents, approximately one
No 46.3% 100
benchmark with which to measure future third are implementing within one year, 39%
progress within 2 years and the remaining 28% over 2
‣ We recommend
Question #4: that organizations at a years Time: 14 sec Drop Off: 1.7% Voters
minimum conduct a self-assessment as the ‣ Implementation timelines have become more
Howbasis
did for
you anconduct
implementation roadmap and/ benchmark?
the assessment realistic - the majority sees ITSM having a
timeline or to effect continual service 1-2 year implementation timeline. That said - Vot
improvement ITSM must be viewed as an ongoing program
Self assessment 43.9% 50
‣ Assessments provide a baseline from which 9. Do you see value in having such a roadmap?
ROI
On-line can be measured
tool
‣ Most respondents that have a roadmap, 9.6%and 11
Hardware or software vendor 85% who do not, can see the value5.3% of 6
Establishing a roadmap/timeline
Professional services firm
having one 41.2% 47
7. Do you have a documented roadmap/timeline ‣ It is our experience that having a roadmap,
for the implementation of ITSM? with timelines which identify the key
‣ 53% (7%
Question #5: increase since last year) have a milestones, the expected
Time: 8 secresults
Drop and the0.0% Voters
Off:
roadmap/timeline for the implementation of quick wins, really lends credibility to the
WasITSMthe assessment of value? project and improves buy-in throughout the
‣ Not having a roadmap can be problematic - organization Vot
Yes especially when senior management asks for 93.9% 107
ROI - the roadmap gives an organization
No 6.1% 7
milestones from which to measure success
Question #6: Time: 11 sec Drop Off: 3.0% Voter
Do you see value in conducting an ITSM assessment / benchmark?

Vot
Yes 80.4% 78
No 19.6% 19
Do you have a documented roadmap / timeline for the implementation of ITSM?

Vot
Yes 53.6% 111
No 46.4% 96
2/15/2010 Powered
Summary of Results
Training your people “45% of respondents have an ITSM
31. Do you have an ITSM training program in training program in place.”
place?
ITSM‣ 45% of respondents
Poll 2009 Summary have an ITSM training Consulting-Portal
program in place
‣ This is encouraging because our experience
has already shown that having a training 34. Who currently delivers your ITIL training?
program not only involves and empowers a ‣ About 72% of training is being delivered by
Question #29: Time:vendors
third party training 19 sec andDroptheOff: 0.0% Voters:
broad group of people building grass roots
Question
support#29:
for the ITSM program, but remainder delivered
Time: 19 in-house
sec Drop Off: 0.0% Voters: 1
Which vendor have you chosen, oralso
planhelps
to choose, for Service Catalog or Service Level
develop and disseminate a common language ‣ The advantage of third party training
Management?
Which vendor have you chosen, or plan to choose,vendors
throughout the organization
for Serviceis that they
Catalog can bring
or years of
Service Level
Management? relevant industry experience, adding more Vote
32. What is the highest level of ITIL training you
BMCprovide to your staff ? value to the courses they teach 11.2% Votes
13
BMC‣ There is a decrease in higher levels of more 35. Are you planning on implementing an ITIL
11.2% 136
HP 5.2%
HP advanced ITIL training. Over the last 2 years training program? 5.2% 68
NewScale
only 40% of respondents have said they ‣ In addition to the 82 respondents that6.9% have
NewScale training programs in place, an additional 6.9% 33 82
provide their staff ITIL Practitioner/
Oblicore 1.7%
Capability/Lifecycle
Oblicore
Digital Fuel and ITIL Service are planning to implement one. This 1.7%means a
0.0%
2
0
Manager/Expert
Digital Fuel training or higher, total of 67% either have implemented 0.0%
or plan 0
Service-Now to implement an ITIL training program 16.4% 19
compared to 67% of respondents 3 years ago
Service-Now 16.4% 19
33.CAWhat is your preferred method of training your ‣ Only 33% have no training plan 7.8% 9
CA
staff ? ‣ It is our belief that ITSM training is critical
7.8% 9
Other 50.9% 59
‣ 63% of respondents prefer a dedicated
Other to the success of an ITSM program50.9% 59
training class, while the remainder (34%) implementation. ITSM is about changing the
Question #30:
prefer open enrollment culture and forTime: that you
20 need
sec to train
Drop your
Off: 0.0% Voters:
Question #30: people Time: 20 sec Drop Off: 0.0% Voters: 1
‣ Most of the organizations that participated in
What is your level of ITIL certification/training? 36. When do you expect to implement your ITIL
What thisissurvey
your are
levellarge
of fortune 500 companies
ITIL certification/training?
which may indicate why there is a preference training program? Vote
ITIL for dedicated(V2
Foundation classes.
or V3)Open enrollment is ‣ Of the 33% who are planning to implement
51.9%
Votes
98
ITIL better
Foundation
suited(V2
to or V3) smaller amounts of
training an ITIL training program, 69% expect 51.9% to do 98
ITIL Practitioner/Capability/Lifecycle it by the end of 2010 18.0% 34
ITIL staff but can be more expensive in the long
Practitioner/Capability/Lifecycle 18.0% 34
ITIL run
Service Manager/Expert 22.2% 42
ITIL Service Manager/Expert 22.2% 42
Other ITSM related certification (e.g.CobiT,ISO) 7.9% 15
Other ITSM related certification (e.g.CobiT,ISO) 7.9% 15

Question #31: Time: 9 sec Drop Off: 0.0% Voters: 1
Do you have an ITSM training program in place?
Do you have an ITSM training program in place?
Vote
Votes
Yes 45.0% 85
Yes 45.0% 85
No 55.0% 104
No 55.0% 104

What is the highest level of ITSM training you provide to your staff?
What is the highest level of ITSM training you provide to your staff?
Vote
Votes
ITIL
ITIL Foundation (V2 or
Foundation (V2 or V3)
V3) 58.8%
58.8% 5050
ITIL
ITIL Practitioner/Capability/Lifecycle
Practitioner/Capability/Lifecycle 25.9%
25.9% 2222
ITIL
ITIL Service Manager/Expert
Service Manager/Expert 15.3%
15.3% 1313
Question #33:
Question #33: Time:10
Time: 10sec
sec Drop
DropOff:
Off:0.0%
0.0% Voters:
Voter
What is your
What is your preferred
preferred method
method of
of training
trainingyour
yourstaff?
staff?
Summary of Results
5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 What is your implementation timeline?
What is your implementation timeline?
Vote
Votes
0-6 months
0-6 months
13.8%
13.8%
15
15
The
6-12responses
months are organized by critical success factor. 16.5% 18
6-12 months 16.5% 18
12-18 months 20.2% 22
Best Practice
12-18 monthsframework “ITIL is hands-down the predominant
20.2% 22
11.18-24
Are you utilizing a recognized process
months process framework for IT Service21.1% 23
18-24 months 21.1% 23
24framework
months andforgreater
ITSM? Management.” 28.4% 31
Of the and
24‣ months 187 greater
respondents, 86% are utilizing a 28.4% 31
recognized ITSM framework 2009/2010 ITSM Survey
‣ This indicates
Question #9:
that respondents are leveraging Time: 32 sec Drop Off: 1.0% Voters:
the abundant, high quality industry
Do you see value in having such a roadmap?
Do knowledge
you see value that isinavailable
havinginsuch a roadmap?Measuring and Auditing
the marketplace
12. Which ITSM framework are you using? 16. Do you have defined metrics for your ITSM Vote
Votes
Yes‣ Of the 80% who use a recognized ITSM processes? 85.3% 81
Yes 85.3% 81
framework, 94% are using ITIL. This reflects ‣ Only 18% are using metrics for continuous
No 14.7% 14
No the steady popularity of ITIL as a vendor improvement, and 12% of respondents 14.7% do 14
neutral non-proprietary approach to ITSM not have defined metrics for their ITSM
‣ Of those
Question #10:94% using ITIL, 60% currently use processes Time: 28 sec Drop Off: 1.0% Voters:
Time: 28 sec Drop Off: 1.0% Voters:
Question #10:
ITIL version 3. Last year 56% were using 17. Are your ITSM processes audited?
HowITIL are you organized to support ITSM?
How areversion 3
you organized to support ITSM? ‣ 50% of respondents are auditing their ITSM
13. Are you planning on adopting ITIL version 3? processes, a 5% increase since last year. It Vote
Votes
‣ 69% of respondents who are still using
Dedicated ITSM organization with full-time resources
ITIL must be emphasized that processes need
46.5%
to be 94
Dedicated
versionITSM
2 areorganization
planning onwith full-time
adopting resources
version 3 46.5%
adopted and followed in order to deliver value 94
Dedicated ITSM organization with part-time resources 22.3%
- auditing your processes is part of overall 45
in the near
Dedicated ITSMfuture
organization with part-time resources 22.3% 45
14.Part-time
On which
Part-time ITIL processes
resources
resources only
only are you currently governance and governance is what21.8%will
21.8% 44
44
No placing focus? deliver ROI
No resources
resources allocated
allocated 9.4%
9.4% 19
19
‣ The top 5 processes are Change Management
(68%), Incident Management (64%), Service
Level #11:
Question Management (59%), Asset/ Time:12
Time: 12sec
sec Drop
DropOff:
Off:0.5%
0.5% Voters:
Voters:
Question #11:
Configuration Management (55%), Service
Are you
you utilizing
AreLevel Management
utilizing aa recognized process
and Service process
recognized Catalog are framework for
framework for ITSM?
ITSM?
tied at 47% Vote
Votes
Yes
Yes 86.6%
86.6% 174
174
No
No 13.4%
13.4% 27
27
Question
Question #12:
#12: Time:13
Time: 13sec
sec Drop
DropOff:
Off:0.6%
0.6% Voters:
Voters:
Which
Which ITSM
ITSM Process framework are you
you using?
using?
Vote
Votes
ITIL
ITIL V2
V2 34.1%
34.1% 59
59
ITIL V3
ITIL V3 60.1%
60.1% 104
104
IBM Proprietary
IBM Proprietary (ITPM) 0.6%
0.6% 11
HP Proprietary
HP Proprietary (ITSM)
(ITSM) 1.2%
1.2% 22
Microsoft Proprietary
Microsoft Proprietary (MOF) 1.2%
1.2% 22
Other
Other 2.9%
2.9% 55
Question #13:
Question #13: Time:
Time:21
21sec
sec Drop
DropOff:
Off:1.2%
1.2% Voters:
Voter
Are you
Are you planning
planning on
on adopting
adopting ITIL
ITIL Version
Version 3?
3?
Votes
Vote
No
No 30.6%
30.6% 26
26
Yes
Yes 69.4%
69.4% 59
59

On which processes are you currently placing focus (implementing or planning to implement i
next 3 - 6 months)? Please Check as many as apply.
Summary of Results
5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010 Vo
No
None 50.0%
2.0% 9
The following
Incident is a summary of the survey results along with our commentary.
Management 65.3% 1
The responses
Question
Problem #18: are organized by critical success factor.
Management
Time: 7 sec Drop Off: 0.0%
60.7%
Vote
1
18.Change
Who Management
Whoperforms
performs the
theaudit?
audit?
“50% of respondents who conduct
68.4% 1
‣ 33%
Asset of respondents
/ Configuration use internal auditors
Management ITSM audits use the CobiT framework” 55.1% 1
Vo
‣
Release
While most
External/auditors
respondents
Deployment Management
are not auditing their 38.3%
13.5% 7
1
processes we are seeing an increasing trend to 2009/2010 ITSM Survey
Knowledge
Internal Management
do soAuditors
driven primarily from outside of IT 36.7%
32.3% 7
3
19.Event
A What offramework
mix Management do you
both internal anduse to audit your
external 19.9%
54.2% 3
5
processes?
Request Fullfillment ‣ Even if your don’t have a quality program39.8%in 7
‣ 50% of respondents who conduct ITSM effect at your company we do believe you can
Question
Service process #19:
Level audits use the CobiT framework.
Management Time: 11 sec Drop Off: 1.0% Vote
use aspects of each of these quality 47.4% 9
The remainder
Service Catalog Management use ISO/IEC 20000 (29%) or frameworks to supplement your internal 47.4% 9
What framework do you use to audit your processes?
various other
Capacity Management
frameworks ITSM initiative 17.3% 3
‣ We have also seen an increase in both 23. Do you see value in linking your IT process Vo
Availability
awareness Management
and the use of CobiT from within initiative to a quality program? 15.3% 3
CobiT 47.4% 4
our client
IT Service base. WeManagement
Continuity suspect this trend will ‣ 76% of all respondents that do not have their
21.9% 4
ISO/IEC 20000 28.4% 2
continue IT Process Improvement as part of a
Supplier Management 9.7% 1
Continuous
Other Improvement company-wide program believe there is 24.2%
value 2
21.IT IsFinancial Management
your process improvement part of a company in being part of a company-wide quality 10.7% 2
-wide Portfolio
Service
Question
quality program?
#20: Management program Time: 14 sec Drop 19.9% 3
Off: 1.0% Vote
‣ 37% of respondents said that their
Continual Service Improvement Processes 29.1% 5
Willorganizations
you be required,have a company-wide
or are therequality
plans in place, to formally audit your processes?
Other program which does not include continuous 1.0%
Vo
improvements of IT Processes
Yes‣ Many#15: organizations do not realize that 38.9% 3
Question Time: 45 sec Drop Off: 1.0% Voter
No linking a continuous improvement program to 61.1% 5
IT Processes is not only possible,
Do you have formal ITSM governance in place? but it can
dramatically increase the efficiency and
Question #21: of the entire organization Time: 10 sec Drop Off: 0.0% VoterVo
effectiveness
22.Defined,
Which implemented
program do you andfollow?
enforced 28.4% 5
Is your IT Process Improvement part of a company-wide quality program?
‣ While
Defined butSix Sigma
not and ISO remain strong
implemented 20.1% 3
quality programs,
Implemented but not enforced
7% of respondents are 20.1%
Vo
3
Yes utilizing TQM 37.4% 7
No ITSM governance in place 31.4% 6
No 62.6% 1

Question #22: Time: 29 sec Drop Off: 0.0% Vote
Do you have defined metrics for your ITSM processes?
Which program do you follow?
Vo
Vo
No metrics 13.0% 2
Six Sigma 25.4% 1
Many metrics defined, little actionable data 46.1% 8
TQM 7.0%
Actionable data, little to no follow-up 22.8% 4
ISO 9000 28.2% 2
Actionable data used for continuous improvement 18.1% 3
Other 39.4% 2

Are your ITSM processes audited?
Do you see value in linking your IT Process initiative to a quality program?
Vo
Vo
Yes 50.0% 9
Yes 74.8% 8
No 25.2% 3

2/15/2010 Copyright Consulting-Portal Inc. - All rights reserved 9Powere
Which vendors and products do you use to support your ITSM Processes? (Check all that apply
Summary of Results
Selecting the supporting tools “The number of respondents who are
24. Which vendors and products do you use to using SaaS based IT Service
support your ITSM processes? Management tools has grown
‣ This is the first year that we have seen significantly to 17% - that has grown
significantly less people using BMC (27%) from virtually 0% in just two years”
and HP tools (23%), while respondents using
Service-Now have increased from 9% to 17% 2009/2010 ITSM Survey
this year. We are seeing that the adoption of
“Software as a Service” tools is starting to
‣ This confirms what we are seeing in our client
catch on in the ITSM space base. CMDB is virtually impossible without
25. Have you implemented a CMDB auto-discovery. The current generation of
(Configuration Management Database)? tools are much more efficient and feature rich
‣ 31% of respondents said their organizations 28. Have you implemented Service Catalog or
have implemented a CMDB Service Level Management?
‣ We feel most CMDB initiatives fail due to ‣ 61% have implemented Service Catalog,
unrealistic scope. We recommend starting Service Level Management or both
with the most critical services and supplement ‣ Referring to question #13, we can see that
that with auto-discovery and dependency more companies are placing focus on Service
mapping tools Catalog and SLM in their ITSM program
26. Which vendor have you chosen, or do you plan 29. Which vendor have you chosen, or plan to
to choose, for your CMDB? choose, for Service Catalog or Service Level
‣ BMC is the leader here with 21% of Management?
respondents but Service-Now is a close ‣ In this category Service-Now is the leader at
second with 19% using their tool for CMDB 16% while the remainder use BMC (11%)
27. Have you or are you planning on implementing NewScale (7%), CA (7&) or other (50%)
auto-discovery tools?
‣ 70% of respondents are planning to
implement auto-discovery tools
Which vendor have you chosen, or plan to choose, for Service Catalog or Service Level
Management?
Vo
BMC 11.2% 1
HP 5.2%
NewScale 6.9%
Oblicore 1.7%
Digital Fuel 0.0%
Service-Now 16.4% 1
CA 7.8%
Other 50.9% 5
What is your level of ITIL certification/training?

Vo
Copyright
ITIL Foundation Consulting-Portal
(V2 or V3) Inc. - All rights reserved 51.9%10 9
ITIL Practitioner/Capability/Lifecycle 18.0% 3

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February 8, 2010

Analysis of Consulting-Portal’s 5th

The Top 5 ITSM Trends for 2010

Consulting-Portal Inc. is pleased to release the

Goal of the Survey

Structure of the survey

Participation came from a diverse cross section of

Copyright Consulting-Portal Inc. - All rights reserved 2

Since 1999 CP has been helping IT organizations of

• ITSM Education- we deliver a comprehensive • eGovernance - take advantage of Consulting-

• eEducation - gain access to a growing curriculum

Copyright Consulting-Portal Inc. - All rights reserved 3

Consulting-Portal launched its annual ITSM

Copyright Consulting-Portal Inc. - All rights reserved 4

ITSM Poll 2009 Summary

No active sponsorship 9.2%

Question #4: Time: 14 sec Drop Off: 1.7% Voters

How did you conduct the assessment / benchmark?

Question #5: Time: 8 sec Drop Off: 0.0% Voters

Question #6: Time: 11 sec Drop Off: 3.0% Voter

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

Question #7: Time: 9 sec Drop Off: 1.9% Voters

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

Question #8: Time: 19 sec Drop Off: 1.8% Voters

Question #31: Time: 9 sec Drop Off: 0.0% Voters:

Question #32: Time: 21 sec Drop Off: 0.0% Voter

Copyright Consulting-Portal Inc. - All rights reserved 8

Question #16: Time: 18 sec Drop Off: 0.5% Voter

Question #17: Time: 10 sec Drop Off: 0.5% Voter

Question #24: Time: 25 sec Drop Off: 0.0% Voter

Question #29: Time: 19 sec Drop Off: 0.0% Voter

Digital Fuel 0.0%

Question #30: Time: 20 sec Drop Off: 0.0% Voter

What is your level of ITIL certification/training?

ITIL Practitioner/Capability/Lifecycle 18.0% 3

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