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Enterprise Service Management Hinges on the Role of IT

Enterprise service management Changing Roles 93% of respondents agreed the role of IT is changing from being an administrator of infrastructure to being a driver of enterprise services. Self-Service IT teams are starting to deliver automated enterprise-wide services through consumerized “self-service” portals that span across departments. These departments manage business processes, enact changes, address problems […]

Written By
thumbnail Gina Roos
Gina Roos
Aug 22, 2014
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Enterprise service management

1 - Changing RolesChanging Roles

93% of respondents agreed the role of IT is changing from being an administrator of infrastructure to being a driver of enterprise services.

2 - Self-ServiceSelf-Service

IT teams are starting to deliver automated enterprise-wide services through consumerized “self-service” portals that span across departments. These departments manage business processes, enact changes, address problems or procure information.

3 - Email Is Not DeadEmail Is Not Dead

Nearly 75% of respondents reported that more than 50% of their organizations’ business processes rely on email instead of service automation, and 25% said between 25% and 50% of their organizations’ business processes rely on email.

4 - Change Is AfootChange Is Afoot

90% of respondents think business processes conducted via email could be better run by service automation.

5 - The Two-PercentersThe Two-Percenters

About 2% of respondents said their organizations rely on email for less than 25 percent of their business processes.

6 - Service Model AdoptionService Model Adoption

98% of respondents believe an IT service model will improve the quality and efficiency of internal service providers by automating their service delivery process.

7 - It Starts in Human ResourcesIt Starts in Human Resources

56% of respondents said HR was the best department outside of IT to start the implementation of service management, followed by facilities (23%), and purchasing (13%).

8 - Ramping RolloutsRamping Rollouts

About one-third of respondents said they plan to roll out enterprise service management in the next six months, and 22% said rollouts will start in the next year. What’s more,10% said they are considering it in more than year.

thumbnail Gina Roos

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