Which ITSM capabilities get adopted most?

  • 18 March 2022
  • 1 reply
  • 10 views

Userlevel 7
Badge +9
  • Featured Influencer
  • 301 replies

Here’s some data from a recent ITSM Benchmark survey and report with AXELOS (hopefully the full report will be out soon):

ITSM Practice and Adoption level
Service desk    89%
Incident management    89%
Service request management    85%
Change enablement    84%
Problem management    80%
Knowledge management    79%
Asset management    78%
Relationship management    77%
Continual improvement    73%
Financial management    72%
Service catalogue/self-service    69%

How does this adoption profile stack up with your organization? Please let me know as a response.


1 reply

Userlevel 7
Badge +9

Sorry, I should have added that terminology makes a difference to surveys such as this. For example, while not every organization that uses ITSM has a service desk capability, some might call it a help desk. Or the resolution of end-user issues is called ticket management rather than incident management. So some of the commonly adopted capabilities will be reported as lower than expected.

Reply