InformationWeek/HDI Service Desk survey interesting findings

Topics I found interesting at first glance after reading the  State of the IT Service Desk report  by John Custy, InformationWeek/HDI (June 2011):

• Mobile devices support on the rise, security issues and work/personal frontier
• Lack of information security management processes in place (even though awareness and investment in specific tools)
• Low investment on standards and frameworks for quality management (ISO/IEC 20000 got 12% utilization out of 1214 professionals surveyed))
• Unclear costs and benefits of Service Desk – IT does not know how much it costs

Also, latest technology trends drive changes and incident volume (desktop virtualization, server virtualization and cloud computing at the top).

40% of respondents stated Service request management (request fulfilment using ITIL terminology) being implementing or followed – meaning that requests are treated under incident management. Event management is in place for 1 out of every 4 organizations surveyed. Opportunities for improvement here in these two areas.

ITIL v3 2011 edition: Official Glossary is out – a handy, free reference

Infinite Wisdom by Ksioninc at Flickr – Some rights reserved

As before, this official Glossary is a quite useful and free reference on ITIL. You can get this on other languages here (on this post date the list included: Brazilian Portuguese, Simplified Chinese, German, Korean, Romanian, Russian and Latin American Spanish).

ITIL v3 2011 edition Glossary  [English]