Research: Beyond IT Service Management


Click here to download now

Source: ServiceNow
Date: April 2014
Type: White Paper
Rating: (0)

Overview: There are two ways to look at an IT as a service model: as a well-intentioned but jargon and bureaucracy filled worldview or as a fully integrated, engaged and involved part of the company's operations. You can guess which one we recommend, and it seems the 409 respondents to our InformationWeek 2013 Service-Oriented IT Survey agree.

Fully 83% say making IT more service-oriented, where IT at the larger organization is consumed, priced, evaluated and paid for on a service level, rather than on an overall technology architecture or capital asset level-the dreaded cost center model is either a reality now (51%) or on the drawing board (32%). Other data points:

• 62% collect regularly scheduled (at least once per year) service-level feedback from customers, up five points from our 2011 survey.
• 35% are willing to compromise slightly on technical skills to get a candidate with the right soft skills-oral and written communication, customer service, emotional intelligence and conflict management
• 12% are in full manual mode, lacking any automation or integration tools to resolve IT service management issues
In this report we:

• Dig into IT's new reality, exploring the downside of being perceived solely as a service provider.
• Suggest a better plan: becoming a business partner and strategist.

Not what you're looking for? Search again
Go Advanced »
More From the Network/Systems Management Section

View All Categories

Business Intelligence : Analytics, Business Process Management, Content management, Dashboards, Data Mining, Data Quality, Databases, Datamarts/Data Warehouses, Information Management, Knowledge Management, Performance Management

Development : Architecture & Design, C/C++, Database, Development Tools, Embedded Systems, High Performance Computing, Java, Mobility, Security, Web Development, Windows/.NET, Open Source

Government : Cloud/SaaS, Enterprise Applications, Enterprise Architecture, Federal, Information Management, Leadership, Mobile & Wireless, Policy & Regulation, Security, State & Local

Hardware : Blades, Data centers, Desktops/PCs, Grid/Cluster Computing, Handhelds/PDAs, Macintosh, Peripherals, Processors, Supercomputers, Unix/Linux servers, Utility/On-demand Computing, Virtualization Hardware, Windows Servers

Healthcare : Policy & Regulation, Leadership, Security & Privacy, Mobile & Wireless, Electronic medical records, Clinical information systems, Administration systems, Interoperability, The Patient

Infrastructure : ATM, Ethernet/Gigabit Ethernet, Frame relay, IPv6, Traffic Management, Network/Systems Management, PBXs, Printers, Remote Access, Routers, Switches, UPS, VPNs, WAN Optimization/Acceleration, Wide Area File Services

Internet : B2B, B2C, Browsers, E-Business/E-Commerce, E-retail, Google, Internet Policy, Internet Security, Search, Social Networks, Traffic Reporting/Monitoring, Web 2.0, Web Development, Social Business

Management : Career Development, Executive Insights/Interviews, H-1B, Legal, Outsourcing, Personnel Management, Recruiting, Regulation/Compliance, ROI/TCO, Salary/Compensation, Small-Medium Business, Training, Workplace Trends

Mobility : 3G Wireless/Broadband, 802.11x, Fixed Mobile Convergence, Mobile Business, Mobile Messaging, Muni Wireless, RFID, Smartphones, Wi-Fi VOIP, Wi-Fi/WiMax, Wireless Security, WLAN

Personal Tech : Blackberry, Bluetooth, Bluray, Digital Cameras, Digital Music, Digital Rights Management, Global Positioning Systems, iPhone, iPod, Peripherals, Smartphones, TVs/Home Theater, Virtual worlds

Security : Antivirus, Application Security, Attacks/Breaches, Cyberterror, Encryption, End user/Client Security, Intrusion Prevention, NAC, Perimeter Security, Privacy, Security Administration, Storage Security, Vulnerabilities and Threats

Services : Business Process Outsourcing, Business Services, Disaster Recovery, Hosted Applications, Hosted Storage, Internet/Data Services, Outsourcing, Software as a Service, Systems Integration, Telecom/Voice Services

Software : Integration, Application Optimization, Business Systems Management, CRM, Database Applications, Databases, Development Tools, ERP, Hosted Software/Applications, Linux, Open Source, Operating Systems, Productivity Applications, Server Virtualization, Service Oriented Architecture, Web Services

Storage : Data protection, Disaster Recovery, Removable/Portable Storage, Security, Storage Fabrics, Storage Systems, Virtualization

Telecom : VOIP, Unified Communications, Voice services, PBXs, Call Centers, Presence, Collaboration Systems, Business, Regulation, Internet policy

Windows/Microsoft : Applications, Internet Explorer, Microsoft Company News, Office Suite, Open Source, Operating system, Security


More Infrastructure Resources

Three Guiding Principles for Data Security and Compliance
The information explosion, the proliferation of endpoint devices, growing user volumes and new computing models like cloud, social business and big data have created new ......



More On Infrastructure