Almost half the senior IT and compliance respondents whose companies were involved or thinking about embarking on ITSM initiatives felt that their boards thought of it as a costly tick-in-the-box exercise. An additional 13% believed their senior managers knew nothing about it.
Despite this poor awareness at business level, the IT respondents were mostly clear about its benefits, chiefly to create better controls and insight into compliance (27%) and reduce IT costs and improve service quality (25%) and improve communication (20%). Even so, a worrying 8% said that it was merely a directive from senior management that they were forced to follow.
“The survey results indicate that is quite clear senior management and in some isolated cases, the IT department, are largely unaware of the key business drivers ITSM can deliver,” said Pat Sueltz, CEO at LogLogic.
The survey highlighted some major challenges with ITSM, in particular a lack of skills, cited by 54%. But there were also challenges with implementation and management, such as measuring process improvements and monitoring the status of services. A quarter also said they would have trouble reporting areas such as identity and access monitoring or IT infrastructure monitoring.
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