This is the 5th year that Consulting-Portal, an IT Service Management (ITSM) consulting firm, has conducted the IT Service Management Industry Survey. This year results pointed to 5 trends that will prevail in 2010:
-- Organizational governance is still very weak
-- Software as a Service (SaaS) adoption is on the rise as an ITSM solution
-- Organizational support for ITSM is on the rise
-- There is a lot more focus on customer-facing processes like Service Level Management and Service Catalog Management
-- Auto-Discovery / Dependency Mapping is more popular than ever
For the second year in a row, as little as 29% of organizations surveyed have defined, implemented and enforced ITSM governance in place. Lack of governance makes it hard to comply with standards like Sarbanes-Oxley and Basel II, not to mention making it difficult to quantify the return on investment (ROI) from costly IT projects.
Software as a Service, Cloud Computing, Utility Computing - whichever name you prefer, the trend toward customers subscribing to hosted ITSM tools is definitely on the rise having grown from 0 to 17% in just 2 years.
More information on the service and support industry can be found at www.SupportIndustry.com
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