Tilannekatsaus IT-palvelujohtamiseen Suomi 2012

Jon IdenNorges Handelshøyskole

Institutt for strategi og ledelse

ITSM Monitor 2012

Tutkimusmalli

Senior Mnt.Involvement

Org.Commitment

Group Efficacy

Org.Resources

ITILImplementation

Benefits

Process manageme

nt

ITIL project quality

ITSM Swquality

SectorBusiness Conditio

n

Milloin ITIL-työ on aloitettu?

Tilanne: Service Strategy ja CSI

Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5

Prosessi 2010 2012 Pohjois-maat

Financial Management 2.8 2.3 2.1

Service Portfolio Management 2.3 2.6 2.5

The 7-step improvement process 2.4 2.2 2.2

Tilanne: Service Design

Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5

Prosessi 2010 2012 Pohjois-maat

Service Catalogue Management 2.7 3.2 2.7

Service Level Management 3.1 3.2 3.0

Capacity Management 2.1 2.5 2.3

Availability Management 2.3 2.6 2.5

IT Service Continuity Mgmt 2.6 2.9 2.6

Information Security Mgmt 2.7 3.1 2.8

Supplier Management 2.3 3.0 2.6

Tilanne: Service Transition

Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5

Prosessi 2010 2012 Pohjois-maat

Transition Planning and Support 2.2 2.9 2.7

Change Management 3.2 4.0 3.6

Service Asset and Configuration Management

2.8 3.2 2.7

Release and Deployment Mgmt 2.4 2.8 3.0

Service Validation and Testing 2.0 2.8 2.7

Evaluation 1.7 2.3 2.4

Knowledge Management 2.2 2.6 2.3

Tilanne: Service Operation

Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5

Prosessi 2010 2012 Pohjois-maat

Event management 2.9 2.9 2.8

Incident Management 4.0 4.4 4.2

Problem Management 3.0 3.8 3.5

Request Fulfillment 3.2 3.5 3.2

Access Management 2.6 3.4 3.1

Service Desk 3.9 4.4 4.2

Kokemukset ITSM-ohjelmistoistaTekijä 2012 Pohjois-

maat

Status implementation 3.6 3.2

ITSM sw helps us implement ITIL faster 3.8 3.5

ITSM sw improves the results of our ITIL implementation

4.0 3.8

ITSM sw helps us perform our processes more efficient

4.1 3.8

It is easy for our staff to use the ITSM sw 3.5 3.2

Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5

Totally disagree 1, 2, 3, 4, 5 Totally agree

Mitä tuloksia on saavutettu?

Tulokset 2012 Pohjois-maat

Our IT operation has been improved 4.0 3.9

Our processes have been improved 3.9 3.7

Our roles and responsibilities have been clarified 4.2 4.1

Our service orientation has been improved 4.0 3.8

Our IT costs have been reduced 3.9 3.8

Totally disagree 1, 2, 3, 4, 5 Totally agree

Prosessit

Tulokset 2012 Pohjois-maat

Our processes are well standardized 3.5 3.4

Our processes are well documented 3.3 3.3

Process ownership is well established 3.5 3.4

Process performance is being systematically monitored 3.3 3.0

Our processes are continuously being improved 3.1 2.9

Totally disagree 1, 2, 3, 4, 5 Totally agree

Onko johto mukana hankkeessa?

Johdon sitoutuminen 2010 2012 Pohjois-maat

Senior management is strongly involved - 3.6 3.4

Senior management provides continuous feedback and guidance 3.3 3.5 3.0

A member of senior management champions the ITIL project 3.2 3.6 3.3

Totally disagree 1, 2, 3, 4, 5 Totally agree

Onko organisaatio mukana hankkeessa?

Relative significance : Low 1, 2, 3, 4, 5 High

Organisaation sitoutuminen 2010 2012 Pohjois-maat

Sufficient resources has been allocated for the ITIL-project

3.6 3.4 3.0

Key people are staying on the ITIL-project from its start to finish in order to maintain continuity

3.4 3.4 3.4

The IT staff strongly supports the ITIL-project - 3.2 3.2

Totally disagree 1, 2, 3, 4, 5 Totally agree

Mikä on organisaation ITIL-tuntemus?

Pätevyystaso 2010 2012 Pohjois-maat

The project group has sufficient knowledge about ITIL

3.9 3.7 3.6

The project group is using a formalized method

for developing ITIL-processes3.5 3.4 3.3

The project members are working hard to implement ITIL

3.7 3.7 3.7

Totally disagree 1, 2, 3, 4, 5 Totally agree

Odotusten täyttymys

ITSM MONITOR 2012