IT Service Requisition and Planning October 2010 Info-Tech Research Group

Introduction Key Insights Survey Question Graphs In appreciation for your participation in this survey, we have created this exclusive summary of results. The data you provided is being leveraged in our research. Thank you for your participation. This document has these three main sections: Key Insights Survey Question Graphs Respondent Demographics If you have any questions or concerns please contact: Scott Koopman Panel Coordinator Info-Tech Research Group E-mail: skoopman@infotech.com Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Most organizations take on service catalog as a standalone project – as a result they fail to achieve the desired benefits Organizations with service catalogs did not fare much better than those who did not implement service catalogs No Service Catalog Service Catalog services available 59% 59% In categories involving end user awareness service catalogs had no impact on success. to request IT services 49% 50% cost to serve of IT services 36% 35% service request 59% 66% services to stakeholders 67% 72% *Organizations who responded to these surveys were prompted to fill out a survey on IT service management though NOT specifically related to service catalog Info-Tech Predicts 70% of organizations are or will be adopting service catalog, down 9% since 2009. Poor implementation and lack of visible results are decreasing adoption of service catalog projects in 2010. Info-Tech Research Group

Too many organizations are still aiming for objectives they are unlikely to achieve Research shows that projects whose objectives are aimed at changing end user “perception” are unlikely to succeed. Yet many organizations still noted service management and transparency as the primary reason for launching a service catalog. N =35 Define, standardize and organize IT services Improve IT transparency by defining the services available Improve the resource planning and/or budgeting of IT services Improve end users ability to request IT services 38% of organization are using service catalogs for objectives that are won’t demonstrate improvement Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Like This? Want More? Watch your inbox. Within the coming weeks, Info-Tech will be launching several more short surveys that will offer similar results to these. If you participate, you will receive the results for every project you participated in. To ensure you are included or for more information please email Scott Koopman Info-Tech Research Group