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 :)