Jul 16, 2013
Research: Beyond IT Service Management
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.
Respondent breakdown: 33% have 5,000 or more employees; 24% are over 10,000. Education, healthcare and financial services are well-represented, and 41% are IT director/manager or IT executive management (C-level/VP) level; an additional 12% are non-IT executives (C-level/VP) or line-of-business managers. (R7190713)
Survey Name InformationWeek 2013 Service-Oriented IT Survey
Survey Date July 2013
Region North America
Number of Respondents 409
Purpose To determine adoption of service-oriented IT in the enterprise.
Methodology InformationWeek surveyed business technology decision-makers at North American organizations. The survey was conducted online, and respondents were recruited via an email invitation containing an embedded link to the survey. The email invitation was sent to qualified InformationWeek subscribers.