November 2011 Archives

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.

Unhelpful live chat

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My PC is about to give up the ghost - it keeps dying and flashes its little orange light forlornly like a lost waif. I can get it going again by taking it apart, fiddling with the battery and other bits and swearing at it (the latter actually works best). However, I've decided enough is enough and time to buy a new one, which will, of course, be Windows 7 (current one is XP).

So I have gone through all the software / hardware to see what works, what doesn't - most of it is ok apart from one synth (for my music, but I have another one) and one bit of home accounting software for which I have found a replacement. The software was particularly annoying as it appears to be only the UK that hasn't bothered to upgrade to 7; USA and Oz versions seem to work fine???

Anyway, we then come down to the wireless adapter, which Microsoft says is compatible, but requires a free download (driver I assume) with a link to the manufacturer's site, where of course there is a download for Vista and XP but nothing for 7. There is, however, a Live Chat button so I go for that.

After a short wait I get a hello, I am Maurice..... how can I be of assistance? I enter my query - moving to Windows 7 with network adapter ...., will it work and do I need to download a new driver? He comes back with 

  • Can I ask you some questions?
  • Go for it
  • What country are you in? 
  • UK
  • What is the serial number of the device?
  • enter number 
  • What is your problem?
Well the problem is that you haven't read the original question I typed in, but being kind I type it in again.

  • It will work
  • Do I need a new driver - your website only has Vista and XP for download?
  • Please give me a few minutes
  • OK
  • Thank you for your patience
  • No problem, but are you going to answer the question?
  • What connection are you using? Cable or ADSL?
  • Don't see why that is important, but cable to wireless router
  • I am sending you a link to how to make your wireless router work
  • My wireless router works fine - that's not the problem. Can you please answer the original question - and I repeat the question
  • We don't support that adapter on Windows 7
  • Why did you tell me did?
  • I sent you the wrong answer by mistake. We apologise for any inconvenience caused.
  • Goodbye (and good riddance!)
Now, this is the short version of the chat. Most of his answers came from the helpdesk-how to-make-a-short-answer-into-a-long-one manual. Who teaches these people? They sound as if they have swallowed a bad dictionary combined with a Jane Austen novel. I am going out on a limb here, but I would bet the 27 words where one would do approach comes from an American trainer. You're lovely people, but IMHO you can't speak English! 

  • How can I be of assistance? Yuck - how can I help?
  • Incentivise!!!! Yuck, yuck, yuck - anyone using this word should be shot - what's wrong with motivate? 
  • Deplane!!! Yuck - ditto - disembark.
  • Momentarily. Yuck - ditto - soon.
  • At this moment in time. Mega yuck -ditto - now.
  • etc.
(Actually shooting all those people would solve the world population problem, but I digress.)

Anyway, could someone please start teaching helpdesk people proper English and also give the poor souls a list of useful answers to common questions like does your product run on Windows 7? Me - I'm going to buy a new adapter from a different company.

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


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

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This page is an archive of entries from November 2011 listed from newest to oldest.

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