1. www.infotech.com IT Service Management: Sample Download 1

2. www.infotech.com IT Service Management: Sample Download 2 1. Research Method 2. Executive Summary 3. Importance of Service Management 4. The Onion Model Table of Contents *Note: This is a small sample of the research available in the downloadable Reports & Assessment Tool.*

3. www.infotech.com IT Service Management: Sample Download 3 Research Method

4. www.infotech.com IT Service Management: Sample Download 4 Info-Tech’s ITSM research applies to many types of organizations.  The Service Management Impact Reports are based on results from 166 surveyed IT managers and in-depth interviews with 45 IT leaders.  Major industry segments, sizes of organizations, revenue brackets, and business orientation were represented.  Organizations at all stages of implementation were represented. Research Method

5. www.infotech.com IT Service Management: Sample Download 5 Executive Summary

6. www.infotech.com IT Service Management: Sample Download 6 IT service management (ITSM) is the new norm for aligning IT services with business needs.  ITSM practices will benefit organizations that have increasing business demands, inadequate IT/business alignment and poor performance metrics.  Establishing basic practices must be initiated by IT management – failing to do so puts their jobs at risk.  Developing ITSM practices requires business involvement to create business alignment and achieve success in both IT and business satisfaction. Executive Summary 1

7. www.infotech.com IT Service Management: Sample Download 7 Achieving mature ITSM practices leads to lower costs, improved efficiency, and better performance.  Organizations with less mature service management have higher costs, poor performance, lower quality, and service satisfaction as well as IT staff satisfaction.  More mature practices enable IT to justify budget and staffing needs to the business.  To establish mature service management practices, balance challenges associated with business buy-in, cultural resistance, and cost of change with the ITSM benefits – improved efficiency, availability, and business agility. Executive Summary 2

8. www.infotech.com IT Service Management: Sample Download 8 The biggest challenge many companies face is determining which processes to mature and how much process formality is required.  Info-Tech’s research has identified a few, simple steps to improve service management maturity.  Info-Tech has organized our ITSM research into an easy-to- understand model, called the Onion Model, that IT leaders can use to assess their current practices and plan improvements.  NOTE: The Onion is intended to supplement any existing framework (like ITIL), not replace it. Executive Summary 3

9. www.infotech.com IT Service Management: Sample Download 9 Importance of Service Management

10. www.infotech.com IT Service Management: Sample Download 10 IT management must initiate the need for improved IT service process – failing to do so puts their jobs as the IT leader at risk.  IT management is most often the motivator for service management improvement.  It is IT’s job to demonstrate the value of service management process improvement and get the business committed to the change. If IT does not initiate the change, they risk the chance that the business identifies the problem first and decides to either:  Replace IT staff  Outsource IT staff Relevance of This Research

11. www.infotech.com IT Service Management: Sample Download 11 More mature ITSM practices result in reduced IT support costs and improved ability to serve the business. Performance level objectives met Lower tickets per user Higher uptime Projects on time Projects on budget Higher end user satisfaction Higher IT satisfaction Adequate staffing Organizations with higher service management maturity have: Lower costs & higher service levels Info-Tech Insight Organizations with immature or misaligned service management processes have higher support costs, poor performance quality of services, and lower IT and user satisfaction. Importance of Service Management

12. www.infotech.com IT Service Management: Sample Download 12 The proof is in the metrics: Info-Tech found mature organizations perform better in every category. MetricImmature OrganizationsMature Organizations Performance Objectives 75% don’t have any objectives Those that do only meet them 78% of the time Meet performance objectives more than 90% of the time Tickets/User/ Year Average of 17 tickets per user per year (40% higher than mature organizations) Average less than 12 tickets per user per year Uptime Average uptime of ~94% Average uptime of 98%+ Projects 52% of projects delivered on time 64% of projects delivered on budget 80% of projects delivered on time 85% of projects delivered on budget End User Satisfaction 70% don’t collect feedback Those that do, score 70% Average score of 80% IT Staff Satisfaction Average satisfaction score of 42% Average satisfaction score of 82% Info-Tech Insight Metrics are a powerful management tool that are used to maintain and improve IT quality and effectiveness. The fact is, “If you don't measure it, you can't manage and improve it.” Importance of Service Management

13. www.infotech.com IT Service Management: Sample Download 13 The Onion Model

14. www.infotech.com IT Service Management: Sample Download 14  The Onion model is built based on the evolution of the IT department.  Info-Tech’s service management Onion is a model that allows an organization to break down the various functions within IT by technology layer as well as by technology leader role. Failures at any one level can impact overall service delivery. The Service Management Onion Model Info-Tech has organized the findings of our research into an easy model that helps an IT leader quickly ascertain where they stand and where they should go.

15. www.infotech.com IT Service Management: Sample Download 15 Use the Info-Tech’s Assessment Tool to find out where to startInfo-Tech’s Assessment Tool Service Management Assessment

16. www.infotech.com IT Service Management: Sample Download 16 Do this … With this … Understand why Service Management matters.  Impact Report #1, ITSM: Why You Should Care, explains the benefits and pitfalls of maturing service management.ITSM: Why You Should Care Ensure solid infrastructure process at the core.  Impact Report #2, ITSM: Core of the Onion, provides specific guidance on key activities at the core of the Onion Model.ITSM: Core of the Onion Improve service management process.  Impact Report #3, IT Service Management: Key Processes, provides direction on service management process improvement. Specific processes covered include change management, incident management, asset management, configuration management and problem management.IT Service Management: Key Processes Govern IT services.  Impact Report #4, IT Service Management: Governance of IT Services, covers key considerations about service management services and governance. Specific topics covered include service level agreements (SLAs), service catalogs, service portfolios, application portfolios.IT Service Management: Governance of IT Services The Impact Reports follow the order of the Onion. Service Management Impact Reports