1. IT Service Management Benchmarking Report 2017 Pre-recorded webinar
Live Q&A at end of session – please send questions via the chat box
Download the full report from the ‘Resources’ section

2. IT Service Management Benchmarking Report 2017
IT Service Management Benchmarking Report Webinar| OCTOBER 2017 | 2
IT Service Management Benchmarking Report 2017
Survey undertaken in Summer 2017
667 respondents
Reveals the most pressing challenges facing the service management industry
Live Q&A at end of session – please send questions via the chat box

3. Host Panelists Q&A Host Troy DuMoulin, Pink Elephant
IT Service Management Benchmarking Report Webinar| OCTOBER 2017 | 3
Panelists
Host
Troy DuMoulin, Pink Elephant
Akshay Anand, AXELOS
Q&A Host
Lou Hunnebeck, Fruition Partners
Clare Cottrell, AXELOS
Mauricio Corona, SDI/BP Gurus
Live Q&A at end of session – please send questions via the chat box

4. Aligning ITSM and business strategy
IT Service Management Benchmarking Report Webinar| OCTOBER 2017 | 4
Aligning ITSM and business strategy
Discussion points – while 68% of respondents had a good understanding of their organization’s business strategy, only 41% feel that their ITSM role is strongly aligned with business goals. Is this a pattern that you have seen across the industry?
Live Q&A at end of session – please send questions via the chat box

5. IT Service Management Benchmarking Report Webinar| OCTOBER 2017 | 5
Level of Maturity
Around 60% of businesses have little no evaluation tools to track ITSM performance. How important do you feel it is to have tracking tools in place and why do you think companies are not prioritising this. What can ITIL do to help them?
Live Q&A at end of session – please send questions via the chat box

6. IT Service Management Benchmarking Report Webinar| OCTOBER 2017 | 6
Top ITSM Challenges
As you can see the top challenges facing the ITSM industry include inefficient processes, lack of visibility, lack of understanding of the customer, siloed working, and lack of collaboration. Do you see these problems occurring in many industries? How can companies combat these? Can the ITIL Practitioner 9 Guiding Principles help?
Live Q&A at end of session – please send questions via the chat box

7. Now: LIVE Q&A – please send in your questions via the chat box
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