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

2. 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
Info-Tech Research Group

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

4. 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 Poor implementation and lack of visible results are decreasing adoption of service catalog projects in 2010.
Info-Tech Research Group

5. 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

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

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

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Info-Tech Research Group