In April and May of this year, Forrester and the IT Service Management Forum’s US chapter (itSMF-USA) conducted a joint study to assess the state of ITSM. We collected data from 491 qualified subjects that are heavily involved in ITSM efforts (69% have two or more years of ITSM experience and 95% hold some level of ITIL certification; 50% at an advanced level). Since it was in conjunction with the US chapter, the responses were heavily US-centric.
The results offer empirical evidence of something ITSM professionals already know: ITSM offers significant benefits to the organization and to the professionals themselves. The full report is now in the final editing stages and will be available soon to all Forrester clients, all itSMF-USA members, and all participants who do not already fall into one of those groups. Forrester clients and itSMF USA members will receive email notifications when it is ready. Others will be contacted directly by itSMF.
This morning (Monday, September 26, 2011), I presented the results at the itSMF-USA’s national conference known as Fusion 11. Here are a few key insights from the study:
The news is certainly good for ITSM professionals and their employers, but there were also a few areas still in need of improvement. The most notable of these is how change management execution still causes too many incidents. 58% of the subjects say over 10% of their incidents are caused by change. 25% are excessive (over 40% of incidents) and a beleaguered 22% don’t know. These numbers are not good, but convey a better scenario posited by the urban legend that about 70% of all incidents are the result of a change.
Management software vendors are always part of any ITSM discussion, so we captured many details of this market. Some come as no surprise (e.g., smaller vendors are more innovative than larger ones), but software vendors need to be aware of some realities:
We at Forrester are extremely excited about this study and we hope the ITSM community gets some value out of it! Please let us know what you would like to see in the 2012 version and please push all itSMF chapters around the world to join us so we can make it a truly global study. It means more work for us, but we are more than eager to take on the task.