IT infrastructure and operations (I&O) people have long bemoaned their service desk or IT service management (ITSM) tools. It’s a fact of life, well ITSM-life anyway, and analysts will often pepper conversations with clients (and anyone else that will listen to them) with comments such as “that on average an organization will change ITSM tool every five years.” Some analysts quote longer, others quote less. In many ways, whether it is three, five, or seven years is unimportant. It is the fact that organizations are changing tools that is.
In a soon to be published joint Forrester and itSMF USA survey and report my colleague, Glenn O’Donnell, offers up an interesting service desk tool statistic: that, with the exception of SaaS tools, approximately 30% of responders are unhappy with their service desk tool.
Of course, one could argue that this is a little “glass half empty” (that I’m an analyst trying to line the pockets of ITSM-tool vendors) and that the “full glass” view is one where 70% of responders are happy with their service desk tools.
Yes, I could take this view, but I would be doing the ITSM Community a disservice. The big question for me is “why is SaaS only at 4% dissatisfaction?”