First, European leaders appear to have reached agreement on a three-phase initiative that will 1) reduce the debt burden on Greece by about half, reducing its debt-to-GDP level to a potentially affordable level of 120%; 2) push European banks to increase their capital by about $150 billion so they can better withstand writedowns on their portfolio of Greek, Portuguese, Irish, and potentially other government debt; and 3) increase the funding for the European Financial Stability Facility to about €1 trillion (US$1.4 trillion) in order to extend credit if needed to Italy and Spain in addition to Greece, Italy, and Portugal. Taken together, these initiatives if followed through will go a long way to defusing the debt problem that has hung over European economies. It is premature to say the European debt crisis is over -- European leaders have consistently been several months late and several hundred million euros short of the aggressive rescue efforts that the US took to deal with the Lehman Brothers financial crisis. Still, this is the first time that European leaders have come up with a plan that matches the scope of the problem they face. While weak economic growth and continued downturns in most heavily indebted European countries will still persist, we think the risk of a serious recession in Europe may have been averted.
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?”