2. A review of the results from
the 8th Annual ITSM Industry
Survey which was conducted
January to April 2013
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3. Today’s Hosts
David Mainville, Co-founder
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Cecile Hurley, Customer Success
Manager
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Housekeeping
Q A&
Type Your Questions Here
5. Prize Draw
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Stay Tuned!
A drawing for an
APPLE TV
will be held at the end of today’s webinar
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Accelerate ITSM Success with Navvia
Software & Services for your ITSM program
Over 14 years of ITSM success!
9. 9
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The Four Key
Components
Embed Service
Management into your
company’s DNA
10. 10
Navvia Services
When you need the help we are here!
• Virtual Consulting - access to ITSM and
Process help when you need it
• Onsite Consulting - From strategy through
to process assessments, design and
implementation
• ITSM Tool Implementation
• Onsite ITSM Education - a robust
curriculum of ITSM courses delivered on-
premise
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17. Job Function / Role
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18. • Companies are dedicating
resources to ITSM
• Acceptance of SaaS continues to
grow
• Companies are moving beyond
Incident, Problem and Change –
they are maturing
• SACM / ITAM is hot
• Service Request, Service Catalog
and Service Level Management
are gaining ground
• Governance and Continual
Improvement remains weak
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Service Management Trends
19. Audience Participation
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What is the highest level of ITSM sponsorship in
your organization?
1. President or “C” Level
2. Vice President Level
3. Director Level
4. Manager Level
20. Executive Sponsorship Remains Strong
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69% of the respondents have VP level or higher support for their ITSM program
Source: 8th annual ITSM Industry Survey
21. Audience Participation
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How are you organized to Support ITSM
1. Dedicated ITSM organization with full-time resources
2. Dedicated ITSM organization with part-time resources
3. Part-time resources only
4. No resources allocated
22. Organizing for ITSM
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70% of the respondents have a dedicated ITSM organization
Source: 8th annual ITSM Industry Survey
23. Organizing for ITSM
• Executive support is essential to
an ITSM program
– Support remains strong
• The proof comes in the form of
committing resources
– 70% of the companies have a
dedicated ITSM organization
– 56% have full-time resources
– 22% part-time
– 7% of respondents have no
resources allocated to ITSM at all
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25. ITSM Assessments
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49% of the respondents have conducted an ITSM assessment in the last 18 months
Source: 8th annual ITSM Industry Survey
26. Value of an ITSM Assessment
• ITSM assessments are essential
to identifying priorities and
laying out a roadmap
– 49% of respondents have
conducted an ITSM assessment in
the last 18 months
– 93% found it to be of value
– 48% did a self assessment while
42% used an outside firm
• 57% of our respondents have a
documented ITSM roadmap
– 88% see value in the roadmap
– 12-24 months is the typical
horizon
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27. Audience Participation
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Which ITSM Process Framework are you using?
1. ITIL V2
2. ITIL V3 / 2011
3. IBM ITPM
4. HP ITSM
5. Microsoft MOF
28. ITIL V3 / 2011 is the preferred ITSM framework
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92% of respondents use ITIL V3, up from 84% in last year’s survey
Source: 8th annual ITSM Industry Survey
29. ITSM Processes
• 97% of respondents are utilizing
ITIL, vast majority using V3/2011
• A number or organizations are using
a hybrid of ITIL along with
frameworks such as Lean, CMM and
SAE3402
• Numerous comments on how ITIL is
not applicable or incomplete
• 73% of companies planning on
implementing one or more processes
within the year
• People are moving beyond
Incident, Problem and Change
– SACM (ITAM), Service Request, Service
Catalog and Release & Deployment
Management leading the way
• Majority of companies working on
multiple processes
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30. Audience Participation
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Do you have formal governance in place for ITSM?
1. Defined, implemented and enforced
2. Defined but not implemented
3. Implemented but not enforced
4. No ITSM governance in place
31. Governance remains very weak
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Only 29% of respondents have implemented and enforce, up slightly from
28% in last years survey
Source: 8th annual ITSM Industry Survey
32. ITSM Governance
• Only 30% of the respondents have
actionable metrics
– 18% have no metrics at all
– 53% have metrics but no follow-up
• 42% of respondents have their
processes audited
– 65% use a mix of internal and external
auditors
• 49% of the respondents use COBIT
for ITSM governance
– Followed by 33% for ISO20000
• 34% of the organizations have linked
ITSM to a Quality Program
– 42% of those use Six Sigma
– 23% use ISO9000
• 64% see value in linking ITSM to a
Quality program
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33. Audience Participation
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What is your organization’s position on SaaS using
tools for ITSM?
1. We do not allow SaaS applications
2. We currently have no SaaS applications but are
investigating
3. We currently use SaaS applications
4. Don’t know
34. Acceptance of SaaS continues to grow
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65% of respondents are either using or investigating SaaS, up from 50%
Source: 8th annual ITSM Industry Survey
35. ITSM Tools
• 45% of respondents use a single
integrated ITSM tool
– 30% have multiple tools
– 24% have no tools
• 38% of respondents have
implemented a CMDB
– 43% are planning to implement
• 65% have or are planning to
implement Auto Discovery tools
• Service Level Management Tool
– 23% have implemented, 45%
planning on implementing
• Service Catalog Tool
– 41% have implemented, 37% are
planning on implementing
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36. Audience Participation
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What is your personal level of ITIL certification?
1. ITIL V2 Foundations
2. ITIL V3 Foundations
3. ITIL Practitioner / Intermediate / Capability / Lifecycle
4. ITIL Service Manager / Expert
5. No Certifications
37. Certification is important to ITSM practitioners
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Only 4% of the respondents have no ITSM related certification
Source: 8th annual ITSM Industry Survey
38. Training and Certification
• 51% of the organizations have a formal
ITSM training program
– The majority of those, 49%, only offer
foundations training
– 21% offer intermediate training
– 26% offer ITIL Expert
• 59% of the respondents use dedicated
classes
– 33% rely on open enrollment
• 21% have dedicated internal ITIL
training resources
– 48% use dedicated training companies
– 19% use professional services
– 12% rely on their hardware/software
vendor
• 63% have no plans to implement a
formal ITSM training program (of those
currently without a formal program)
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39. Top 5 Reasons ITSM Initiatives Fail
• Lack of a Plan
• Unrealistic Expectations
• Skepticism (management &
staff)
• Poor Requirements Definition
– Lift & Shift approach to ITSM
• Poor Governance & Controls
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40. Lessons from Experience
• Service Management is more than a tool
• Don’t bite off more than you can chew
• Keep what works for you – ITIL is only
guidance, not the law
• Balance consensus with adoption
(getting it done)
• Design your process in parallel with tool
implementation
• Design your processes deep enough to
drive automation requirements
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42. Coming Soon
• Navvia Product Demo
– Tomorrow, 1PM Eastern http://n.navvia.com/navvia-weekly-demo
• ITSM Leadership Forum (Pink Elephant)
– August 12-13 in Scottsdale AZ
• ITSM Quickstart – Your First Process and Beyond
– August 22nd (webinar)
• “Oh Grow Up” – A panel discussion on Maturity Assessments
– September 12, Minnesota LIG
• Navvia September Release - Sneak Peek
– September 19th (Webinar)
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46. 1: What is the highest level of active sponsorship for ITSM (IT Service
Management) within your company?
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47. 2: Have you conducted an ITSM assessment / benchmark within the last
18 months?
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48. 3: How did you conduct the assessment / benchmark?
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49. 4: Was the assessment of value?
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50. 5: Do you see value in conducting an ITSM assessment / benchmark?
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51. 6: Do you have a documented roadmap / timeline for the
implementation of ITSM?
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52. 7: What is your implementation roadmap / timeline?
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53. 8: Do you see value in having such a roadmap / timeline?
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54. 9: How are you organized to support ITSM?
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55. 10: Are you utilizing a recognized process framework for ITSM?
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56. 11: Which ITSM Process framework are you using?
Comments (other)
We are working on hybrid extracting from ITIL, CMMI, LEAN and a few others... For framework and process improvement...
Hybrid of best practices
Combination of ITIL and ISAE 3402
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57. 12: Are you planning on adopting ITIL V3 / ITIL 2011?
Answer Text Comments
Yes Unfortunately we say we are using it but other than saying ITIL we have no structure or resources around this effort.
Yes don't know
Yes Hopefully, within the next year or so.
Yes 07/2013
Yes now
Yes soon
Yes 3 years out
Yes by 2014
No Not sure. It's not my decision.
No Not prepared
No ITIL is just one of many frameworks. If we wanted to be like everybody else, we'd do the same thing as everybody else.
No none
No Too small of an organization
No
Some parts of the ITIL v3 framework don't equate to our business model, so we adopted what does match and came up with our own for other portions
that did not.
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58. 13: Are you planning on implementing one or more processes within the
next year?
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59. 14: Do you have formal ITSM governance in place?
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60. 15: Do you have defined metrics for your ITSM processes?
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61. 16: Are your ITSM processes audited?
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62. 17: Who performs the audit?
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63. 18: What framework do you use to audit your processes?
Answer Text Comments
Other I don't know
Other not sure
Other SSAE 16
Other don't know
Other Includes SOX. Not sure which framework was used.
Other Nothing formal
Other SOC
Other ISAE 3402
Other FFIEC
Other MAR
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64. 19: Will you be required, or are there plans in place, to formally audit
your processes?
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65. 20: Is your IT Process Improvement part of a company-wide quality
program?
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66. 21: Which program do you follow?
Answer Text Comments
Other industry norms/ experience
Other Best practices of each
Other ITIL and LEAN
Other Hybrid
Other Mix ISO (9001-20000-14001-27001)
Other TQM, ISO 9000 and Six Sigma its a large company so different lines of business follow their own programs.
Other Home grown quality program.
Other N/A
Other lean SDLC
Other Homegrown solution
Other In house program
Other Blended
Other n/a
Other Internal Controls framework
Other confidential
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67. 22: Do you see value in linking your IT Process initiative to a quality
program?
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68. 23: Which vendor(s) and product(s) do you use to support your ITSM
Processes?
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69. 24: Have you or are you planning on implementing a CMDB
(Configuration Management Database)?
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70. 25: Have you implemented or are you planning on implementing auto-
discovery tools?
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71. 26: Have you implemented or are you planning on implementing a
Service Level Management product?
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72. 27: Have you implemented or are you planning on implementing a
Service Catalog product?
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73. 28: What is your organization's position on using SAAS tools for ITSM?
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74. 29: What is your level of ITIL certification/training?
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75. 30: Do you have an ITSM training program in place?
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76. 31: What is the highest level of ITSM training you provide to your staff?
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77. 32: What is your preferred method of training your staff?
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78. 33: Who currently delivers your ITIL training?
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79. 34: Are you planning on implementing an ITIL training program?
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