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
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."
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