THE FUTURE OF IT SERVICE MANAGEMENT - WHAT WILL IT BE?

It's that time of year again - the US Open is under way in New York City, the end of summer looms, and Forrester Research's third annual joint survey with itSMF-USA to understand the state of ITSM is out in the field and calling for your participation!

Last year, the year-over-year data collected gave us some good and not-so-good news.

The good:

  • Compensation for ITSM professionals overwhelmingly increased.
  • ITIL's positive influence on the organization was compelling with over 70% of service management professionals agreeing the best practice framework improved productivity, and 65% finding it helps to deliver better service quality.

The not-so-good:

  • 25% of survey takers did not know whether their incident mean time to resolution (MTTR) had increased, decreased, or remained the same over the past year.
  • A whopping 31% of them did not know what percentage of incidents were the result of a change to infrastructure, applications, processes or tools!
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