Recently in 2011 BSM Maturity Category

On Monday, Feb 20th @ 1:30PM, Bill Keyworth and I will be presenting the results of the 2011 BSM Benchmark study at the Pink Elephant IT Service Management and Expo in Las Vegas.

An abstract for the session can be viewed here.

We have a booth at the event and hope to engage attendees in a conversation about their BSM maturity, challenges and plans.

We also intend to interview a few end users and will be on the lookout for new announcements that specifically support better alignment between IT and the business.

Hope to see you there!

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:

1.      83% of business respondents affirmed that "technology provides us with a unique, sustained competitive advantage" while the IT view was significantly lower at 30%.    

2.      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%. 

3.      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.

2011 BSM Benchmark Report

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We are delighted to announce the availability of the 2011 Business Service Management Benchmark Report.
 
The survey, which was conducted in the first half of this year, measures the maturity of BSM initiatives industry-wide. The report provides unique insight into the working relationship between IT and their business counterparts, across departments and roles. It measures the effectiveness of IT service support and identifies the current use and planned adoption of ITIL v2 and v3.
 
We believe you will find the benchmark report both intriguing and insightful.
 
A few key take-a-ways from the benchmark report include:

  • Both Business and IT personnel are approaching consensus on the high-level definition of Business Service Management
  • Businesses are maturing at a higher rate than IT and, as such, IT is struggling to keep pace with the business
  • There remains a significant "information" gap between business and IT regarding how technology could, or should be leveraged to support business growth and competitive differentiation
  • Nearly half of enterprises we surveyed have achieved fairly effective alignment with their business counterparts and are meeting expectations
  • Too many IT shops are in danger of being marginalized as the lack of investment in IT leads to less innovation and IT services that are inadequate to satisfy the longer term needs of the business
Click <here> to download the final report.

This quote by Audrey Rasmussen of Ptak/Noel and Associates does a nice job summing up the report.

"As is typical for major transformations such as BSM, progress never seems fast enough and accurately gauging progress is a continual challenge.  This BSM Maturity benchmark study provides a view of the current "state of BSM", giving BSM practitioners perspectives on their own "state of BSM" and how it compares with other BSM initiatives, as well as a benchmark to measure their progress."

Please don't hesitate to comment on the study in the BSMReview blog or send us e-mail at info@bsmreview.org.

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I would like to thank our sponsors for supporting the survey and promoting the final report.

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