Itsm Survey

February 8, 2010

Analysis of Consulting-Portal’s 5th Annual ITSM Industry Survey The Top 5 ITSM Trends for 2010

5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010

About This Survey

Consulting-Portal Inc. is pleased to release the results of our fifth annual IT Service Management (ITSM) Industry Survey. We would like to thank all of those who took the time to complete the survey questions. Goal of the Survey The goal of this annual survey is to assess the state of ITSM implementations within North America and to use these results to identify key trends and opportunities for the ITSM community. Structure of the survey We designed a set of 35 questions around what we believe are the critical success factors in any ITSM initiative: • Sponsorship • Organization and Governance • Best Practices • Training • Measurement and Audit • Continuous Improvement • ITSM Tools Participants There were 189 participants who completed our survey and submitted their responses.

In publishing the results of this ITSM Industry Survey, we have faithfully tabulated the responses of all 189 participants. We make no claim that the responses are the official responses of the organizations that the participants work for. We present the results anonymously, without any specific attribution. We have also added our own commentary, drawn from our experience, where we felt it appropriate.

Participation came from a diverse cross section of industries including financial services, government agencies, communications & media, and other assorted sectors.

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5TH ANNUAL ITSM INDUSTRY SURVEY February 8, 2010

About Consulting-Portal

Since 1999 CP has been helping IT organizations of all sizes to assess, design and implement robust IT Service Management processes. Consulting-Portal specializes in all aspects of IT Service and Enterprise Systems Management including:

“In the fall of 2008 Consulting-Portal launched ITOptimizer....