Three Key Takeaways from the 2016 State of IT Report

As 2015 winds down, IT leaders and their teams are looking at internal needs and external conditions in formulating plans and setting budget priorities for the coming year.

The recently released 2016 State of IT Report from Spiceworks provides a wealth of information about how IT teams are formulating plans for the year ahead.

The report covers IT budgets, spending and staffing plans; the trends and concerns keeping IT pros up at night; and a look forward at technology adoption trends.

Among the abundance of facts and stats presented, here are three noteworthy findings, along with additional observations.

IT pros will “need to keep doing more… with less.” (Here’s one strategy to help.)

One of the key top-level conclusions reported by Spiceworks is: “IT pros don’t expect their IT staff to increase in 2016, which means they’ll need to keep doing more… with less.”

How IT can do more with less

At the same time, more than half of IT organizations say “end-user need” is a key purchase driver.

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Three More Key Findings About the Future of IT Service Management from EMA Research

The consumerization of IT, digital business model disruption, and the need for greater speed in technology development are combining to dramatically change the role of IT service management. According to Dennis Drogseth of Enterprise Management Associates (EMA), “Both the ‘rules’ and the ‘roles’ governing IT Service Management (ITSM) are evolving” as the relationship changes “between IT and its service consumers.”

Cloud computing, mobile, and the future of ITSMIn The Future of ITSM: How Are Roles (and Rules) Changing? Part 2, Drogseth details several conclusions from the organization’s research, expanding on previously reported findings. Here are three observations that stand out, with additional commentary.

Service management isn’t just for IT anymore.

Among EMA’s findings, “89% of respondents had plans to consolidate IT and non-IT customer service.”

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New Definitions Added to the Ultimate ITSM Glossary

As noted here previously, there are numerous words, phrases, and acronyms which are either unique to the IT service management and ITIL world, or have a specific meaning within those contexts.

To help clarify these terms and concepts, Kinetic Data has compiled definitions for nearly 60 items in our ITIL – ITSM glossary.

ITSM-ITIL glossary - new terms addedBut the IT discipline is constantly evolving, with new practices, technology, concepts, models, trends and ideas being introduced. Reflecting these ongoing changes, four new entries were recently added to the glossary of ITSM terms.

DevOps

Few terms in the realm of ITIL and IT service management are as controversial to define as DevOps; there seem to be nearly as many definitions as the number of people trying to define it. Continue reading “New Definitions Added to the Ultimate ITSM Glossary”

Schneider Electric Energizes Employee Services with Smarter Request Management

Organizations constantly change: they add and drop product lines, acquire other companies, divest business units, and expand into new markets or countries.

The true measure of any enterprise technology is not whether it can merely adapt to such changes, but also enable continual improvement,  both operationally and in employee experience.

Schneider Electric call deflection savingsWhen Schneider Electric launched an initiative to upgrade its employee services request portal, it put its request management software to the test. Here’s the company’s story.

Schneider Electric is a global organization with more than 170,000 employees in 134 countries, supplying a wide range of business and residential energy products and services.

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Fairfax County Public Schools Make the Grade with Improved Service Delivery

While no one enjoys having the “flow” of their work interrupted by a technology problem, that situation is especially vexing for teachers; a glitch can throw off not just their schedule, but that of the whole class.

Fairfax County Public Schools Improves IT Service DeliverySo when tech issues do occur, teachers need to be able to report incidents quickly, have confidence that the problem will be fixed promptly, and get back to their students.

Recognizing the challenges in the classroom, the IT staff at Fairfax County Public Schools first moved their services online in 2007. But this early system still relied on manual steps and paper-based approval processes.

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MIT: Two Strategies CIOs Need to Deal With the “Biggest Technology Disruption Ever”

“The Internet and e-commerce were major disruptors, but what we’re seeing now is the biggest disruption ever from a technology perspective.”

Those were the words (reflecting a notion previously explored here) of Adriana Karaboutis, CIO of Dell, discussing “what leading the digital enterprise means for today’s top IT executives” at last year’s MIT CIO Symposium. Karaboutis defines the current wave of technology disruption as everything from connected devices (the Internet of Things) and social media to wearables.

Biggest technology disruption ever?
Image credit: Brian Solis

The panel focused on two strategies for addressing today’s unprecedented level of technological disruption: embracing digital technology in order to lead the change, and immersion in the customer experience in order to develop customer-centric technology processes.

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Where’s Wally? Meet Us at these Upcoming ITSM Events

Fall is the season for football, back-to-school, and scrambling to complete that summertime to-do list before winter arrives.

It’s also the season when business and IT service management events kick into high gear. Kinetic Data will be exhibiting at several events over the next couple of months. Here’s where we’ll be—stop by and let’s talk about business process improvement.

IT service events - where to meet Kinetic Data this fallAFCEA TechNet Augusta 2014
September 9-11, Augusta Marriott at the Convention Center, Augusta, GA

Government, industry, and academia speakers will address a broad range of topics and focus on the importance of the network, security issues, and training to enable operational forces to modernize and be ready to meet emerging challenges in 2025 and beyond. Kinetic Data and service provider partners will show how Kinetic Data products support enterprise request management implementations in government agencies and the armed services.

Gartner Symposium/ITxpo 2014
October 5-9, Walt Disney World Resort, Orlando, FL

Learn how to realize, build and optimize digital opportunities, move digital business from theory to practice, and evolve IT leadership to become indispensable in the new digital business world. Kinetic Data will be showcasing our Kinetic Request service portal software, Kinetic Task automation engine, and other products that support enterprise request management initiatives.

BMC Engage 2014
October 13-16, Walt Disney World Swan and Dolphin Resort, Orlando, FL

Bringing together business leaders and IT professionals, from executives to operations to the front lines of system administration, BMC Engage 2014 offers a comprehensive agenda of IT management topics, networking, and hands-on technical training in BMC products and solutions.

FUSION 14
October 19-22, Gaylord National Resort, Washington, DC

Jointly hosted by industry icons itSMF USA and HDI, FUSION 14 brings together top minds to facilitate a total immersion experience into today’s most relevant service management topics. Discuss and compare the benefits and challenges associated with using ITSM when implementing virtualization, the cloud, mobility, security, SaaS, and more; establish and accomplish service management goals specific to your organization; and arm yourself with the knowledge you need to implement service management initiatives back at the office.

The Ultimate ITSM Glossary

There are many words, phrases, and acronyms that are either unique to the ITIL / IT service management world or have a specific meaning within those contexts.

To help clarify these terms and concepts, Kinetic Data has compiled definitions for almost 60 items in our IT service management glossary.

ITSM GlossaryHere are a few sample definitions from the glossary of ITSM terms.

Agile Service Management

A methodology for providing users with the ability to order and obtain physical items or resolution of issues in a manner that permits new offerings to be defined and added to the system quickly; that makes it easy to change existing items; and that allows new items to be added iteratively, starting with one or a small set of offerings and scaling to large numbers of varied items. With an agile approach to service request management, new service items can be defined an added to the system iteratively, allowing for “quick wins,” rather than requiring an extended effort followed by a “big bang” release of a large, complex catalog of business services all at once. Agile service request management also provides the flexibility to easily accommodate changing user needs, such as modifying or expanding existing service offerings to support mobile users.

Business Service Catalog

Extending the concept of providing a portal interface in which physical items or issue-resolution processes are defined and can be requested by users, from IT-related items only to all functional departments across an organization. Though the concept of service catalogs began in IT as a recommendation of ITIL, these are now evolving into enterprise or business service catalogs per Forrester Research. Accordingly, the architecture of enterprise service catalogs is evolving to accommodate a wider range of service offerings than just IT services; to enable non-technical business function managers to define and optimize their own service fulfillment task workflow processes; and to scale to the enterprise level. This evolution extends the benefits of service catalogs across the business.

BYOD

Acronym for “bring your own device,” this is one manifestation of the consumerization of IT, the trend for users to prefer their own smartphones and tablets over company-issued phones and bulky laptops, and to use a single device for both work and personal purposes rather than managing applications and data sharing between multiple pieces of hardware. Enterprises are adapting to the BYOD phenomenon by creating policies and procedures that provide employees with flexibility while protecting corporate data and application access, and shifting to schedule-based rather than queue-based support services to better accommodate mobile workers. By adopting processes such as simple BYOD device registration and remote installation of required software, organizations can benefit from both lower overall support costs and happier employees.

IT Infrastructure Library (ITIL)

Variously defined as an integrated set of IT best practices recommendations, a framework for accepted IT service management best practices, and a set of documents designed to improve IT service delivery. ITIL provides an extensive set of IT management procedures designed to improve the efficiency, timeliness and quality of IT services delivery. The library was first developed by the Central Computer and Telecommunications Agency (CCTA), a U.K. government agency. It is now managed by the U.K. Office of Government Commerce (OGC). ITIL V3 consists of five core documents: IT Service Design, IT Service Introduction, IT Service Operations, IT Service Improvement and IT Service Strategies. One key element of ITIL service delivery recommendations is the establishment of an easy-to-use, dynamic IT service catalog; Kinetic Request service catalog software supports implementation of an enterprise-wide service catalog by providing service request management functionality coupled with backend process automation via Kinetic Task.

IT Service Management (ITSM)

An approach to managing large-scale IT systems and processes focusing on the customer perspective of service delivery (as opposed to technology-centric), and promoted by ITIL best practices. ITSM is a framework for continual improvement in the IT services delivery process, much as CMM is focused on application development. Effective IT service management integrates technology with people and processes in a manner that supports industry best practices, such as implementation of a service catalog.

Check out the ITSM glossary for the full set of definitions.