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.
Advertisements

Tags: , , , ,

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: