Last week, Forrester’s Service Management and Automation team attended FUSION 13, an annual conference jointly hosted by itSMF USA and HDI, in Nashville, Tennessee. FUSION is a key conference for IT Service Management professionals - for three days ITSM pros are immersed in a content rich environment where they're encouraged to share knowledge and learn from one another, as well as from a plethora of industry experts, practitioners, vendors, and thought leaders alike. It's impossible to leave without having made new friends and new discoveries in the realm of IT Service Management. Approximately 2000 ITSM professionals attended the 2013 conference, with the theme "graduate to better service management."
The buzz of this year's event can be easily put into two terms: revolution and status quo. Yes, you read that correctly. And while these two terms are quite contradictory, when put into context they actually are somewhat related - don't worry, we'll explain. First, the status quo:
At FUSION 13, we presented the results from our third annual ITSM survey Forrester does in conjunction with itSMF USA, and not much changed year-over-year. Aside from a few minor rumblings, ITSM maintained the status quo, and in this case, no news... is news:
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.
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.
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!
Service support functions have many names. Some of them are called a help desk, and others have moved on to be a service desk. But there is more out there to tackle! Is your service desk ready for a new identity? I am a huge fan of the IT support organization, as they help us when we need them . . . but to call them a help desk or a service desk . . . Really? Think about all the things we want and need them to do for us — I think this important function should get a new name!
Here are some new functional names that we (Forrester) came up with. Please tell us which one you like! Or tell us a name you like! As Victor Hugo said, “The future has many names: For the weak, it means the unattainable. For the fearful, it means the unknown. For the courageous, it means opportunity.” Looking forward to hear from you.