Glen O'Donnell revealed some early numbers from his, soon to be released, Forrester survey on the impact of IT Service Management in organisations.
It provides reassuring data-based results showing that ITSM has a significant impact on businesses - although taking the data sample from US qualified ITSM people might have inflated the results.
- 85% said ITSM had a positive impact on organisational productivity, 2% disagreed.
- 83% said ITSM had a positive impact on service quality, 1% disagreed.
- 65% said ITSM had a positive impact on ITs reputation with the business, 3% disagreed.
So, all good news. I hope the survey helps justify the cost of ITSM in the eyes of business stakeholders, and will give these types of projects more clout and credibility.
Most interestingly, for me, was the 77% who felt that a good relationship existed between the IT Operations organisation and the Development organisation. I'll hold comment until I've read the report but I wonder if this will calm the debate about "
DevOps and ITIL".
I don't think the report will go into detail about how the 2 organisations are interacting better, and enhancing the relationship, but I hope that amongst ServiceNow customers functionality such as
SDLC and
the Scrum application help.
As
Brian Hollandsworth tweeted from Fusion11:
Release mgmt tightly integrates to Chg, CMDB, Incident, Problem, Project, SDLC, Knowledge. Nice to have under one roof #ServiceNow #fusion11
