SlideShare a Scribd company logo
1 of 12
Cherwell Software 
www.cherwell.com 
© 2014 Cherwell Software, LLC All Rights Reserved 
Cherwell Software 
IT Help Desk Survey 
November 2014
www.cherwell.com 
© 2014 Cherwell Software, LLC All Rights Reserved 
IT Help Desk Survey, 2014 
THE SURVEY 
• Survey performed by ReRez, September 2014 
• Online survey conducted through a range of online 
research panels 
• 201 U.S. respondents in Senior IT Management 
• Cross industry 
• IT department sizes ranged from small teams to 
over 1000 employees
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
IT INITIATIVES 
Results show that IT service management was the 
second most important IT initiative, second only to 
Mobile, and more important than: 
• Cloud 
• Virtualization 
• SDN 
• Agile software development
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
WHY ITSM 
Results of those implementing ITSM showed that 
the goals for ITSM in order of importance were: 
• Improved security 
• Efficiency 
• Performance 
• Service 
• Lower IT cost
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
ADOPTING ITSM 
Most adopted aspects of ITSM were: 
• Problem management 
• Incident management 
• IT service continuity management 
• Information security management 
• Analytics and reporting 
Least implemented: 
• ITSM portal 
• Service asset and configuration management 
• Release and deployment management
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
ADOPTING ITSM 
Of the organizations implementing ITSM 
38% expected to complete ITSM implementation 
in 3 to 6 months
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
PROBLEM AREAS 
At least 70% of the respondents had at least 
one significant problem area.
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
PERFORMANCE OUTCOMES 
79% - 89% of IT respondents think that 
they perform somewhat/extremely well 
on various metrics 
• Quality of their IT service 
• Computing performance 
• IT staff productivity
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved 
PERFORMANCE OUTCOMES 
79% - 89% of IT USERS think that 
IT performed somewhat/extremely well 
on various metrics. 
• Computing performance 
• IT efficiency 
• IT staff productivity
IT respondents believe that many or most of their organization perceives IT as: 
• 41% IT is a drag on technical innovation 
• 37% believe IT is out of touch with the organization 
www.cherwell.com 
IT Help Desk Survey, November 2014 
© 2014 Cherwell Software, LLC All Rights Reserved
DIFFERENCES BETWEEN TOP TIER AND BOTTOM TIER 
IT organizations were differentiated between those following best practices (top tier) and 
www.cherwell.com 
those following strategic management methodologies (bottom tier) 
Topic Top Tier Bottom Tier 
© 2014 Cherwell Software, LLC All Rights Reserved 
• IT Shop Performance (self rated) 
• IT Shop Performance (user rated) 
• Perceptions about IT: 
– Proactively pursues technical innovation 
– Responsive 
– True business partner 
85 – 94% 
85 – 93% 
82% 
81% 
76% 
71 – 81% 
62 – 83% 
63% 
65% 
57%
Innovative Technology Built on Timeless Values 
Questions? 
www.cherwell.com 
© 2014 Cherwell Software, LLC All Rights Reserved

More Related Content

What's hot

ServiceNow ITSM Overview
ServiceNow ITSM OverviewServiceNow ITSM Overview
ServiceNow ITSM OverviewJade Global
 
Intact - Company Presentation
Intact - Company PresentationIntact - Company Presentation
Intact - Company PresentationIntact Software
 
Beyond the Enterprise App Store – Webinar Slides
Beyond the Enterprise App Store – Webinar SlidesBeyond the Enterprise App Store – Webinar Slides
Beyond the Enterprise App Store – Webinar SlidesRES
 
The Service-Oriented Enterprise with ServiceNow
The Service-Oriented Enterprise with ServiceNowThe Service-Oriented Enterprise with ServiceNow
The Service-Oriented Enterprise with ServiceNowAspediens
 
Effective Employee Management
Effective Employee ManagementEffective Employee Management
Effective Employee ManagementRITESH HELONDE
 
Effective Employee Management Sms corporate
Effective Employee Management Sms corporateEffective Employee Management Sms corporate
Effective Employee Management Sms corporateRITESH HELONDE
 
Weka Health Vaccine Smart Fridge
Weka Health Vaccine Smart FridgeWeka Health Vaccine Smart Fridge
Weka Health Vaccine Smart FridgeJim O'Neil
 
Application Management
Application ManagementApplication Management
Application Managementshilohwill
 
Ant services
Ant servicesAnt services
Ant servicesSM Ahmed
 
ServiceNow Customer Service Management
ServiceNow Customer Service Management ServiceNow Customer Service Management
ServiceNow Customer Service Management Jade Global
 
NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?
NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?
NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?Protelo, Inc.
 
Your Clients are in the CLOUD - NetSuite Should be on Your Mind
Your Clients are in the CLOUD - NetSuite Should be on Your MindYour Clients are in the CLOUD - NetSuite Should be on Your Mind
Your Clients are in the CLOUD - NetSuite Should be on Your MindNet at Work
 
Facilities Management - Extending Service Automation to Outside Contractors
Facilities Management - Extending Service Automation to Outside ContractorsFacilities Management - Extending Service Automation to Outside Contractors
Facilities Management - Extending Service Automation to Outside ContractorsServiceChannel
 
Antony Oxley - Has the digital age left service level management in the dust?
Antony Oxley - Has the digital age left service level management in the dust?Antony Oxley - Has the digital age left service level management in the dust?
Antony Oxley - Has the digital age left service level management in the dust?itSMF UK
 
Enterprise Architecture - Discover your business potentials
Enterprise Architecture - Discover your business potentialsEnterprise Architecture - Discover your business potentials
Enterprise Architecture - Discover your business potentialsRosemary Georgarakou
 
Top 5 Benefits of IT Help Desk Outsourcing
Top 5 Benefits of IT Help Desk OutsourcingTop 5 Benefits of IT Help Desk Outsourcing
Top 5 Benefits of IT Help Desk OutsourcingNandita Nityanandam
 
Tieto Service Connect Platform
Tieto Service Connect PlatformTieto Service Connect Platform
Tieto Service Connect PlatformRory Moore
 
OIES : M2M integrated with Field Service Management
OIES : M2M integrated with Field Service ManagementOIES : M2M integrated with Field Service Management
OIES : M2M integrated with Field Service ManagementFrancisco Maroto
 
Technorishi's Corporate Presentation
Technorishi's Corporate Presentation Technorishi's Corporate Presentation
Technorishi's Corporate Presentation Kunal P
 
NetSuite Practice by Sakeesoft
NetSuite Practice by SakeesoftNetSuite Practice by Sakeesoft
NetSuite Practice by SakeesoftSakeesoft
 

What's hot (20)

ServiceNow ITSM Overview
ServiceNow ITSM OverviewServiceNow ITSM Overview
ServiceNow ITSM Overview
 
Intact - Company Presentation
Intact - Company PresentationIntact - Company Presentation
Intact - Company Presentation
 
Beyond the Enterprise App Store – Webinar Slides
Beyond the Enterprise App Store – Webinar SlidesBeyond the Enterprise App Store – Webinar Slides
Beyond the Enterprise App Store – Webinar Slides
 
The Service-Oriented Enterprise with ServiceNow
The Service-Oriented Enterprise with ServiceNowThe Service-Oriented Enterprise with ServiceNow
The Service-Oriented Enterprise with ServiceNow
 
Effective Employee Management
Effective Employee ManagementEffective Employee Management
Effective Employee Management
 
Effective Employee Management Sms corporate
Effective Employee Management Sms corporateEffective Employee Management Sms corporate
Effective Employee Management Sms corporate
 
Weka Health Vaccine Smart Fridge
Weka Health Vaccine Smart FridgeWeka Health Vaccine Smart Fridge
Weka Health Vaccine Smart Fridge
 
Application Management
Application ManagementApplication Management
Application Management
 
Ant services
Ant servicesAnt services
Ant services
 
ServiceNow Customer Service Management
ServiceNow Customer Service Management ServiceNow Customer Service Management
ServiceNow Customer Service Management
 
NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?
NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?
NETSUITE IMPLEMENTATION: DIRECT OR PARTNER?
 
Your Clients are in the CLOUD - NetSuite Should be on Your Mind
Your Clients are in the CLOUD - NetSuite Should be on Your MindYour Clients are in the CLOUD - NetSuite Should be on Your Mind
Your Clients are in the CLOUD - NetSuite Should be on Your Mind
 
Facilities Management - Extending Service Automation to Outside Contractors
Facilities Management - Extending Service Automation to Outside ContractorsFacilities Management - Extending Service Automation to Outside Contractors
Facilities Management - Extending Service Automation to Outside Contractors
 
Antony Oxley - Has the digital age left service level management in the dust?
Antony Oxley - Has the digital age left service level management in the dust?Antony Oxley - Has the digital age left service level management in the dust?
Antony Oxley - Has the digital age left service level management in the dust?
 
Enterprise Architecture - Discover your business potentials
Enterprise Architecture - Discover your business potentialsEnterprise Architecture - Discover your business potentials
Enterprise Architecture - Discover your business potentials
 
Top 5 Benefits of IT Help Desk Outsourcing
Top 5 Benefits of IT Help Desk OutsourcingTop 5 Benefits of IT Help Desk Outsourcing
Top 5 Benefits of IT Help Desk Outsourcing
 
Tieto Service Connect Platform
Tieto Service Connect PlatformTieto Service Connect Platform
Tieto Service Connect Platform
 
OIES : M2M integrated with Field Service Management
OIES : M2M integrated with Field Service ManagementOIES : M2M integrated with Field Service Management
OIES : M2M integrated with Field Service Management
 
Technorishi's Corporate Presentation
Technorishi's Corporate Presentation Technorishi's Corporate Presentation
Technorishi's Corporate Presentation
 
NetSuite Practice by Sakeesoft
NetSuite Practice by SakeesoftNetSuite Practice by Sakeesoft
NetSuite Practice by Sakeesoft
 

Similar to IT Help Desk Survey

Safeguard Commercial Success with a Strategic Monitoring Approach
Safeguard Commercial Success with a Strategic Monitoring ApproachSafeguard Commercial Success with a Strategic Monitoring Approach
Safeguard Commercial Success with a Strategic Monitoring Approachmadelinestack
 
Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)
Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)
Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)Service Desk Institute
 
Rapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & Grow
Rapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & GrowRapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & Grow
Rapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & GrowMAXfocus
 
Resolve to Keep in Touch - Quantifying the MSP's Value to End Customers
Resolve to Keep in Touch - Quantifying the MSP's Value to End CustomersResolve to Keep in Touch - Quantifying the MSP's Value to End Customers
Resolve to Keep in Touch - Quantifying the MSP's Value to End CustomersSolarwinds N-able
 
The Importance of an Analytics Platform
The Importance of an Analytics PlatformThe Importance of an Analytics Platform
The Importance of an Analytics PlatformLou Bajuk
 
Webinar Deck: Leverage DevOps to Accelerate Enterprise Transformation
Webinar Deck: Leverage DevOps to Accelerate Enterprise TransformationWebinar Deck: Leverage DevOps to Accelerate Enterprise Transformation
Webinar Deck: Leverage DevOps to Accelerate Enterprise TransformationNous Infosystems
 
eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...
eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...
eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...eFolder
 
Key criteria for choosing APM solutions for the next normal: analysis of surv...
Key criteria for choosing APM solutions for the next normal: analysis of surv...Key criteria for choosing APM solutions for the next normal: analysis of surv...
Key criteria for choosing APM solutions for the next normal: analysis of surv...eG Innovations
 
Delivering A Great End User Experience
Delivering A Great End User ExperienceDelivering A Great End User Experience
Delivering A Great End User ExperienceTrevor Warren
 
Conquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service AdoptionConquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service AdoptionRES
 
EMA Presentation: Driving Business Value with Continuous Operational Intellig...
EMA Presentation: Driving Business Value with Continuous Operational Intellig...EMA Presentation: Driving Business Value with Continuous Operational Intellig...
EMA Presentation: Driving Business Value with Continuous Operational Intellig...ExtraHop Networks
 
Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...
Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...
Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...Enterprise Management Associates
 
IT4IT: Realize a Digital Strategy with ServiceNow
IT4IT: Realize a Digital Strategy with ServiceNowIT4IT: Realize a Digital Strategy with ServiceNow
IT4IT: Realize a Digital Strategy with ServiceNowZenoss
 
DrillingInfo: Striking Oil with Marketing Success
DrillingInfo: Striking Oil with Marketing SuccessDrillingInfo: Striking Oil with Marketing Success
DrillingInfo: Striking Oil with Marketing SuccessAct-On Software
 
Sei pronto a passare al continuous delivery?
Sei pronto a passare al continuous delivery?Sei pronto a passare al continuous delivery?
Sei pronto a passare al continuous delivery?Accenture Italia
 
Enterprise DevOps: Crossing the Great Divide with DevOps Training
Enterprise DevOps: Crossing the Great Divide with DevOps TrainingEnterprise DevOps: Crossing the Great Divide with DevOps Training
Enterprise DevOps: Crossing the Great Divide with DevOps TrainingITpreneurs
 

Similar to IT Help Desk Survey (20)

Safeguard Commercial Success with a Strategic Monitoring Approach
Safeguard Commercial Success with a Strategic Monitoring ApproachSafeguard Commercial Success with a Strategic Monitoring Approach
Safeguard Commercial Success with a Strategic Monitoring Approach
 
Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)
Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)
Creating A Winning Service Catalogue, Mike Kyffin (webinar slides)
 
Report Manager 4.3 Launch
Report Manager 4.3 LaunchReport Manager 4.3 Launch
Report Manager 4.3 Launch
 
Rapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & Grow
Rapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & GrowRapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & Grow
Rapid Fire Tools: Top Ways to Use IT Assessments to Win New Business & Grow
 
Resolve to Keep in Touch - Quantifying the MSP's Value to End Customers
Resolve to Keep in Touch - Quantifying the MSP's Value to End CustomersResolve to Keep in Touch - Quantifying the MSP's Value to End Customers
Resolve to Keep in Touch - Quantifying the MSP's Value to End Customers
 
Mobile cloud monitoring
Mobile cloud monitoringMobile cloud monitoring
Mobile cloud monitoring
 
The Importance of an Analytics Platform
The Importance of an Analytics PlatformThe Importance of an Analytics Platform
The Importance of an Analytics Platform
 
Webinar Deck: Leverage DevOps to Accelerate Enterprise Transformation
Webinar Deck: Leverage DevOps to Accelerate Enterprise TransformationWebinar Deck: Leverage DevOps to Accelerate Enterprise Transformation
Webinar Deck: Leverage DevOps to Accelerate Enterprise Transformation
 
eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...
eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...
eFolder Expert Series Webinar — 2015 eFolder MSP Survey: Learn What Your Peer...
 
OptiCon 2014
OptiCon 2014 OptiCon 2014
OptiCon 2014
 
Key criteria for choosing APM solutions for the next normal: analysis of surv...
Key criteria for choosing APM solutions for the next normal: analysis of surv...Key criteria for choosing APM solutions for the next normal: analysis of surv...
Key criteria for choosing APM solutions for the next normal: analysis of surv...
 
Delivering A Great End User Experience
Delivering A Great End User ExperienceDelivering A Great End User Experience
Delivering A Great End User Experience
 
Conquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service AdoptionConquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service Adoption
 
EMA Presentation: Driving Business Value with Continuous Operational Intellig...
EMA Presentation: Driving Business Value with Continuous Operational Intellig...EMA Presentation: Driving Business Value with Continuous Operational Intellig...
EMA Presentation: Driving Business Value with Continuous Operational Intellig...
 
Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...
Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...
Automating for Digital Transformation: Tools-driven DevOps and Continuous Sof...
 
IT4IT: Realize a Digital Strategy with ServiceNow
IT4IT: Realize a Digital Strategy with ServiceNowIT4IT: Realize a Digital Strategy with ServiceNow
IT4IT: Realize a Digital Strategy with ServiceNow
 
DrillingInfo: Striking Oil with Marketing Success
DrillingInfo: Striking Oil with Marketing SuccessDrillingInfo: Striking Oil with Marketing Success
DrillingInfo: Striking Oil with Marketing Success
 
Sei pronto a passare al continuous delivery?
Sei pronto a passare al continuous delivery?Sei pronto a passare al continuous delivery?
Sei pronto a passare al continuous delivery?
 
Operational Assesment
Operational AssesmentOperational Assesment
Operational Assesment
 
Enterprise DevOps: Crossing the Great Divide with DevOps Training
Enterprise DevOps: Crossing the Great Divide with DevOps TrainingEnterprise DevOps: Crossing the Great Divide with DevOps Training
Enterprise DevOps: Crossing the Great Divide with DevOps Training
 

More from Cherwell Software

Welcome to the Digital Transformation Jungle
Welcome to the Digital Transformation JungleWelcome to the Digital Transformation Jungle
Welcome to the Digital Transformation JungleCherwell Software
 
9 Considerations Before You License a New ITSM Solution
9 Considerations Before You License a New ITSM Solution9 Considerations Before You License a New ITSM Solution
9 Considerations Before You License a New ITSM SolutionCherwell Software
 
What is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get StartedWhat is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get StartedCherwell Software
 
Guide to the ITIL v3 Framework
Guide to the ITIL v3 FrameworkGuide to the ITIL v3 Framework
Guide to the ITIL v3 FrameworkCherwell Software
 
What IT Organizations can Learn from Digital Marketing
What IT Organizations can Learn from Digital MarketingWhat IT Organizations can Learn from Digital Marketing
What IT Organizations can Learn from Digital MarketingCherwell Software
 
Shadow IT - How to Solve the Problem that Can't be Seen
Shadow IT - How to Solve the Problem that Can't be SeenShadow IT - How to Solve the Problem that Can't be Seen
Shadow IT - How to Solve the Problem that Can't be SeenCherwell Software
 
Seven Things You Didn't Know About Cherwell
Seven Things You Didn't Know About CherwellSeven Things You Didn't Know About Cherwell
Seven Things You Didn't Know About CherwellCherwell Software
 
Five Ways Your ITSM Tool is Slowing You Down
Five Ways Your ITSM Tool is Slowing You DownFive Ways Your ITSM Tool is Slowing You Down
Five Ways Your ITSM Tool is Slowing You DownCherwell Software
 
Three Ways to Become More Agile
Three Ways to Become More AgileThree Ways to Become More Agile
Three Ways to Become More AgileCherwell Software
 
UK Higher Education Service Desk Benchmarking Report 2014
UK Higher Education Service Desk Benchmarking Report 2014UK Higher Education Service Desk Benchmarking Report 2014
UK Higher Education Service Desk Benchmarking Report 2014Cherwell Software
 
3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk ToolCherwell Software
 
Bringing Value to the Business through CSI
Bringing Value to the Business through CSIBringing Value to the Business through CSI
Bringing Value to the Business through CSICherwell Software
 
The Death of Laptops: Promise and Challenge of the New Mobile Based Platform
The Death of Laptops: Promise and Challenge of the New Mobile Based PlatformThe Death of Laptops: Promise and Challenge of the New Mobile Based Platform
The Death of Laptops: Promise and Challenge of the New Mobile Based PlatformCherwell Software
 
Who do You think is your best Ticket Management Provider?
Who do You think is your best Ticket Management Provider?Who do You think is your best Ticket Management Provider?
Who do You think is your best Ticket Management Provider?Cherwell Software
 
Automating Business Processes for Trigo Group with Cherwell Service Management
Automating Business Processes for Trigo Group with Cherwell Service ManagementAutomating Business Processes for Trigo Group with Cherwell Service Management
Automating Business Processes for Trigo Group with Cherwell Service ManagementCherwell Software
 
Expect More from Your Cherwell Self-Service Portal
Expect More from Your Cherwell Self-Service PortalExpect More from Your Cherwell Self-Service Portal
Expect More from Your Cherwell Self-Service PortalCherwell Software
 
Business Value Intelligence: Beyond the Technology
Business Value Intelligence: Beyond the TechnologyBusiness Value Intelligence: Beyond the Technology
Business Value Intelligence: Beyond the TechnologyCherwell Software
 

More from Cherwell Software (20)

Welcome to the Digital Transformation Jungle
Welcome to the Digital Transformation JungleWelcome to the Digital Transformation Jungle
Welcome to the Digital Transformation Jungle
 
9 Considerations Before You License a New ITSM Solution
9 Considerations Before You License a New ITSM Solution9 Considerations Before You License a New ITSM Solution
9 Considerations Before You License a New ITSM Solution
 
What is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get StartedWhat is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get Started
 
Guide to the ITIL v3 Framework
Guide to the ITIL v3 FrameworkGuide to the ITIL v3 Framework
Guide to the ITIL v3 Framework
 
IT Service Catalog Examples
IT Service Catalog ExamplesIT Service Catalog Examples
IT Service Catalog Examples
 
What IT Organizations can Learn from Digital Marketing
What IT Organizations can Learn from Digital MarketingWhat IT Organizations can Learn from Digital Marketing
What IT Organizations can Learn from Digital Marketing
 
Shadow IT - How to Solve the Problem that Can't be Seen
Shadow IT - How to Solve the Problem that Can't be SeenShadow IT - How to Solve the Problem that Can't be Seen
Shadow IT - How to Solve the Problem that Can't be Seen
 
Seven Things You Didn't Know About Cherwell
Seven Things You Didn't Know About CherwellSeven Things You Didn't Know About Cherwell
Seven Things You Didn't Know About Cherwell
 
Five Ways Your ITSM Tool is Slowing You Down
Five Ways Your ITSM Tool is Slowing You DownFive Ways Your ITSM Tool is Slowing You Down
Five Ways Your ITSM Tool is Slowing You Down
 
Three Ways to Become More Agile
Three Ways to Become More AgileThree Ways to Become More Agile
Three Ways to Become More Agile
 
UK Higher Education Service Desk Benchmarking Report 2014
UK Higher Education Service Desk Benchmarking Report 2014UK Higher Education Service Desk Benchmarking Report 2014
UK Higher Education Service Desk Benchmarking Report 2014
 
3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool
 
Byod infographic
Byod infographicByod infographic
Byod infographic
 
Bringing Value to the Business through CSI
Bringing Value to the Business through CSIBringing Value to the Business through CSI
Bringing Value to the Business through CSI
 
The Death of Laptops: Promise and Challenge of the New Mobile Based Platform
The Death of Laptops: Promise and Challenge of the New Mobile Based PlatformThe Death of Laptops: Promise and Challenge of the New Mobile Based Platform
The Death of Laptops: Promise and Challenge of the New Mobile Based Platform
 
Cherwell's going to Pink15
Cherwell's going to Pink15Cherwell's going to Pink15
Cherwell's going to Pink15
 
Who do You think is your best Ticket Management Provider?
Who do You think is your best Ticket Management Provider?Who do You think is your best Ticket Management Provider?
Who do You think is your best Ticket Management Provider?
 
Automating Business Processes for Trigo Group with Cherwell Service Management
Automating Business Processes for Trigo Group with Cherwell Service ManagementAutomating Business Processes for Trigo Group with Cherwell Service Management
Automating Business Processes for Trigo Group with Cherwell Service Management
 
Expect More from Your Cherwell Self-Service Portal
Expect More from Your Cherwell Self-Service PortalExpect More from Your Cherwell Self-Service Portal
Expect More from Your Cherwell Self-Service Portal
 
Business Value Intelligence: Beyond the Technology
Business Value Intelligence: Beyond the TechnologyBusiness Value Intelligence: Beyond the Technology
Business Value Intelligence: Beyond the Technology
 

Recently uploaded

Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationIES VE
 
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdfUiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdfDianaGray10
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxGDSC PJATK
 
Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Brian Pichman
 
UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6DianaGray10
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureEric D. Schabell
 
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Will Schroeder
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024SkyPlanner
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7DianaGray10
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxMatsuo Lab
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1DianaGray10
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarPrecisely
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1DianaGray10
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXTarek Kalaji
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024D Cloud Solutions
 
Videogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdfVideogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdfinfogdgmi
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdfPedro Manuel
 
Building AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxBuilding AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxUdaiappa Ramachandran
 
Computer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsComputer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsSeth Reyes
 

Recently uploaded (20)

Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
 
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdfUiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptx
 
Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )
 
UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability Adventure
 
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptx
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1
 
201610817 - edge part1
201610817 - edge part1201610817 - edge part1
201610817 - edge part1
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity Webinar
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBX
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024
 
Videogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdfVideogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdf
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdf
 
Building AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxBuilding AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptx
 
Computer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsComputer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and Hazards
 

IT Help Desk Survey

  • 1. Cherwell Software www.cherwell.com © 2014 Cherwell Software, LLC All Rights Reserved Cherwell Software IT Help Desk Survey November 2014
  • 2. www.cherwell.com © 2014 Cherwell Software, LLC All Rights Reserved IT Help Desk Survey, 2014 THE SURVEY • Survey performed by ReRez, September 2014 • Online survey conducted through a range of online research panels • 201 U.S. respondents in Senior IT Management • Cross industry • IT department sizes ranged from small teams to over 1000 employees
  • 3. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved IT INITIATIVES Results show that IT service management was the second most important IT initiative, second only to Mobile, and more important than: • Cloud • Virtualization • SDN • Agile software development
  • 4. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved WHY ITSM Results of those implementing ITSM showed that the goals for ITSM in order of importance were: • Improved security • Efficiency • Performance • Service • Lower IT cost
  • 5. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved ADOPTING ITSM Most adopted aspects of ITSM were: • Problem management • Incident management • IT service continuity management • Information security management • Analytics and reporting Least implemented: • ITSM portal • Service asset and configuration management • Release and deployment management
  • 6. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved ADOPTING ITSM Of the organizations implementing ITSM 38% expected to complete ITSM implementation in 3 to 6 months
  • 7. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved PROBLEM AREAS At least 70% of the respondents had at least one significant problem area.
  • 8. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved PERFORMANCE OUTCOMES 79% - 89% of IT respondents think that they perform somewhat/extremely well on various metrics • Quality of their IT service • Computing performance • IT staff productivity
  • 9. www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved PERFORMANCE OUTCOMES 79% - 89% of IT USERS think that IT performed somewhat/extremely well on various metrics. • Computing performance • IT efficiency • IT staff productivity
  • 10. IT respondents believe that many or most of their organization perceives IT as: • 41% IT is a drag on technical innovation • 37% believe IT is out of touch with the organization www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved
  • 11. DIFFERENCES BETWEEN TOP TIER AND BOTTOM TIER IT organizations were differentiated between those following best practices (top tier) and www.cherwell.com those following strategic management methodologies (bottom tier) Topic Top Tier Bottom Tier © 2014 Cherwell Software, LLC All Rights Reserved • IT Shop Performance (self rated) • IT Shop Performance (user rated) • Perceptions about IT: – Proactively pursues technical innovation – Responsive – True business partner 85 – 94% 85 – 93% 82% 81% 76% 71 – 81% 62 – 83% 63% 65% 57%
  • 12. Innovative Technology Built on Timeless Values Questions? www.cherwell.com © 2014 Cherwell Software, LLC All Rights Reserved

Editor's Notes

  1. - Independently monitored by Connect Marketing - ~ 120 IT professionals responded - Most respondents held a management role within their organization - Organizations were med. to lg. sized, median user pop. of 1630 - IT department sizes ranged from 2-4 to over 1000 employees - Industries ranged from internet – manufacturing – medical – government/scientific – transportation – legal – etc. - IT organizations were further differentiated between those following best practices (Top tier) and those following strategic management methodologies (Bottom tier)