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.

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