How good are your ITSM processes/practices?

  • 20 October 2021
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One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management.

How are you doing in respect of the following processes?

 
Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest
Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3%
Incident Management 17.1% 67.1% 13.2% 1.3% 0.0% 1.3%
Self-service 8.0% 25.3% 42.7% 14.7% 5.3% 4.0%
Problem Management 9.2% 38.2% 34.2% 10.5% 6.6% 1.3%
Event Management 12.2% 33.8% 27.0% 12.2% 5.4% 9.5%
Change Management 21.3% 50.7% 14.7% 8.0% 4.0% 1.3%
Release Management 10.8% 31.1% 27.0% 14.9% 13.5% 2.7%
Service Level Management 17.1% 22.4% 38.2% 11.8% 7.9% 2.6%
Service Catalog Management 10.8% 20.3% 18.9% 27.0% 18.9% 4.1%
Supplier Management 10.7% 28.0% 17.3% 12.0% 12.0% 20.0%
Availability Management 7.9% 21.1% 22.4% 18.4% 18.4% 11.8%
Capacity Management 6.6% 21.1% 18.4% 15.8% 25.0% 13.2%
IT Service Continuity 10.7% 30.7% 28.0% 10.7% 10.7% 9.3%
IT Financial Management 10.7% 30.7% 13.3% 10.7% 22.7% 12.0%
Service Portfolio Management 6.7% 18.7% 18.7% 21.3% 21.3% 13.3%
Configuration Management 10.7% 24.0% 34.7% 14.7% 9.3% 6.7%
Software Asset Management 9.5% 16.2% 43.2% 14.9% 13.5% 2.7%
IT Asset Management - Hardware 10.7% 33.3% 34.7% 9.3% 9.3% 2.7%
Knowledge Management 8.1% 27.0% 27.0% 21.6% 10.8% 5.4%
Continual Service Improvement 5.4% 25.7% 47.3% 10.8% 6.8% 4.1%

 

What do you think? Please let me know as a response. Thanks :)


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