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MATERNA Monitor

>> MATERNA publishes IT Service Management Executive Survey 2007

Standardisation before customisation

Dortmund, 25. september 2007

Companies are relying more and more on standardised software for their IT service management. Almost half of the companies which today use so-called custom built solutions (extensively individualised solutions), in future want to change over to standard or out-of-the-box software for their IT service management. This trend is revealed by this year’s IT Service Management Executive Survey carried out by IT service management specialist MATERNA Information & Communications. Furthermore, IT organisations in future increasingly want to set up their IT service management processes to be more automatic and, to achieve this, want to implement processes or disciplines such as configuration management (43 percent), CMDB (42 percent) and service level management (40 percent). The new ITIL® Version 3 (IT Infrastructure Library®) is also gaining momentum.

Clear trend towards standardisation

Today 43 percent of those asked already exclusively or mainly use standardised or out-of-the-box software solutions for IT service management. Over half (55 percent) of the companies still mainly use their own proprietary developments or extensively individually adapted software solutions. That is something that many of the companies in the survey want to change: in future 68 percent of the participants in the survey want to exclusively or mainly use standardised out-of-the-box software solutions and only 29 percent still want to mainly use their own proprietary or extensively modified solutions. This is a clear turnaround compared with the use of software solutions for IT service management until now.

The most important reasons in favour of standardised solutions are their better upgrade capabilities (84 percent), simpler integration (82 percent) and higher ITIL compatibility (81 percent). Today all the larger manufacturers offer standard solutions for IT service management.

ITIL V3 gaining momentum

The survey also shows that companies are increasingly focusing on ITIL V3: however, most companies are not planning an immediate changeover to the new version of the framework for IT service management. The majority (66 percent) of companies first wants to collect information about the new version before they decide about implementing it. But 10 percent have concrete plans to implement some processes according to ITIL V3. Only three percent are planning a complete alignment to ITIL V3. Overall, the spread of ITIL continues: whereas in 2005 only 50 percent of the companies asked used ITIL, today it has already grown to 76 percent.

The most important ITIL disciplines

The most frequently implemented ITIL disciplines are incident management (71 percent), service desk (70 percent), change management (52 percent) and problem management (46 percent). 71 percent of companies are planning to implement further IT service management processes in addition to already existing ones. Configuration management (43 percent), CMDB (42 percent) and service level management (40 percent) are the central themes here. These numbers confirm the trend that IT organisations increasingly want to automate their IT service management processes. However, automation requires a functioning configuration management with a configuration management database (CMDB). Service level management helps IT organisations to align their IT services to business requirements. The IT can thus position itself as a supplier of added value for the other specialist departments.

ISO 20000 – seal of approval for service providers

ISO 20000 is also gaining in significance. Indeed, 16 percent of companies intend to have their processes certified according to the international standard within the next two years. If you consider the fact that certification according to ISO 20000 is highly relevant in particular for IT service providers which provide their services on an external market, this number is already noteworthy.

Costs little known

As last year, the survey shows that companies still have to catch up when it comes to knowing the costs of their IT: 74 percent of the participants do know the average costs of a PC workplace in their companies now. But over 60 percent of the participants do not know the average costs caused by an IT service request. This is where a detailed service and cost analysis is needed. It examines the individual components of the IT services and the expense of providing them. This brings the cost of each IT service to light.

About the survey

This year’s ITSM Executive Survey investigates the current situation in IT service management. It looks at the use of processes and the use of the de-facto standard ITIL. In addition, the survey provides an insight into the planning and assessment of processes. More than 160 IT decision-makers from Germany (79 percent) and Austria (21 percent) took part in the online-survey in June and July 2007. The majority of the correspondent companies look after between 1,000 and 10,000 PC workplaces. 19 percent of those asked come from the IT sector, 15 percent from public administrations and 15 percent from industry.

MATERNA GmbH

As a leading software company in the information and communication technology sector, MATERNA employs approx. 1,200 staff worldwide and earned revenues of 150 million euros in 2006. The Business Unit Information supplies process and technology consulting services together with the implementation of appropriate IT solutions. Public administrations and agencies, information and communications technology (ICT) as well as the discrete manufacturing industry are the all-important sectors. In addition to their sector-specific-skills, MATERNA also has proven specialist expertise in the areas of service management and web services. The business unit Communications is internationally active in the markets of information and communications technology. Under the brand “Anny Way” MATERNA provides service platforms, content premium services as well as voice and video applications. In addition, MATERNA is successfully positioned as an MVNE in the market and is an internationally well-known as a leading provider of fixed network services. The portfolio includes also CUSS-solutions for airlines and airports.