Research: Beyond IT Service Management


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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.

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