The first series of questions in the 2011 BSM Maturity Benchmark survey focused
on evaluating BSM maturity. The good
news is there is growing clarity re: the definition/purpose of Business Service
Management with movement away from the narrow focus on Application Performance
and Running-IT-as-a-Business to a measurable activity for aligning IT with
business goals. The bad news is the noticeable
gap identified by respondents between the perceived maturity of the "business"
and the abilities of IT to support rapidly changing business needs.
There was almost universal agreement that technology is no
longer an option but a critical requirement for business survival and growth ...particularly
as it relates to customer relationships, profit margins, revenue growth,
competitive advantage, product differentiation and time to market. Three of the more interesting dichotomies of
the benchmark related to:
83% of business respondents affirmed that "technology
provides us with a unique, sustained competitive advantage" while the IT view was
significantly lower at 30%.
84% of business participants agreed that technology
was used by their company "to create product and service leadership in our
industry" while the IT view came in at 55%.
Only 42% of business users supported the idea
that the company limited "the use of technology to basic business functions"
while the IT view was much higher at 67%.
Why this discrepancy between the business and IT views? Is it that business has a better perspective of
how technology actually impacts business initiatives? Is it that IT better understands what technology
"could" do for the business, but isn't? Fortunately these questions are explored in
greater detail in subsequent sections of the 2011 BSM Maturity Benchmark
report. Click here to obtain a copy.