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Research Report - End-User: 2009 Trends and Best Practice Advice for IT Service Management Technologies and Processes
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 Author:Chris Matney |
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Abstract: In its final research survey of 2008, EMA polled 143 IT professionals with knowledge and direct involvement in IT Service Management (ITSM) initiatives and asked them about current and future approaches to both technology and process, analyzed what has been successful and unsuccessful to date, and solicited best practices advice. Completed in December 2008, the survey also focuses on economic issues - how to make ITSM maturity progress in challenging times. As we head into 2009, most CIOs, IT vice presidents and IT directors are scrambling to address the basic questions of how to plan or modify plans for the upcoming year. With the global economy in recession, should budgets be pulled back? What about that expensive CMDB project that is just entering its second year? How does my IT Service Management (ITSM) plan stack up to that of my peers? EMA believes that 2009 will be a pivotal year for IT executives. A careful balance between fiscal pragmatism must be weighed against the escalating challenges of IT – increasing complexity in the infrastructure, unprecedented user demand for new services, the expectation of continual, sub-second response times, etc. Indeed, successful CIOs will earn their pay in 2009 by advancing ITSM maturity while keeping a careful eye on business drivers and the corporate balance sheet. |
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