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A global survey of almost 850 IT professionals on service desk trends reveals that 71 percent of small to midsize businesses do not consider the Information Technology Infrastructure Library (ITIL) as a factor during the purchase of their service desk tool, even though half indicated having adopted ITIL in some form.
An overwhelming majority, 92 percent, indicated they have either not adopted ITIL at all or only use it as a guideline. Additionally, the survey—conducted by Dimensional Research and commissioned by Dell Kace—showed SMBs prefer ease of use to advanced features. Almost all reported integration of service desk with a desktop management tool as beneficial, though most SMBs reported that they do not have an integrated solution.

Service desk (also commonly referred to as help desk) tools are seen as the face of the IT organization by employees, and interactions and successes with a company’s service desk have become the primary manner that corporate IT is judged.

The primary goal of the “Trends With Service Desk Tools: A Survey of IT Professionals” study was to gather data about the current trends in service desk solutions, particularly among SMBs. Although the majority of SMB organizations strive to optimize their service desk by integrating with desktop management, 71 percent feel cost factors or technical complexity has hampered their ability to make the integration.

“Our survey revealed IT departments believe they can achieve increased efficiencies by integrating their service desks with other processes to rapidly provide complete information about the endpoints they service,” said Diane Hagglund, senior research analyst for Dimensional Research and the study’s author. “Although most organizations see the value in integrating their service desk solutions with other systems, few SMBs have been able to implement this important integration.”

To read the original eWeek article, click here: Businesses Don’t Consider ITIL for Service Desk Platforms: Survey