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 or procure information.
Email 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.
Change Is Afoot
90% of respondents think business processes conducted via email could be better run by service automation.
The Two-Percenters
About 2% of respondents said their organizations rely on email for less than 25 percent of their business processes.
Service 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.
It 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%).
Ramping 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.