Axios Reveals Over Half Of IT Departments Fail To Deliver Value

IT unable to provide real-time metrics, while importance of Service Value Management (SVM) emerges

25th September, 2009 – Axios Systems, the world’s leading provider of IT Service Management (ITSM) solutions, including assyst software, today reveals the results of a global survey showing that half (57%) of IT executives believe that their IT systems, processes and services still do not deliver the value expected by the business. The research further underlines the need for organisations to adopt a Service Value Management (SVM) approach to help IT deliver more business alignment. 

The global study by Axios Systems found that 64% of respondents are unable to provide the business and IT executives with quantifiable metrics demonstrating the value of IT services and assets in real-time. Despite huge investments in IT, it appears organisations still lack the systems, processes and best practice approaches (e.g. ITIL) for IT management that would help overcome these challenges. As budgets come under close scrutiny, over a third (39%) of IT professionals claimed that business decision makers still do not understand the value IT brings to the business.

According to the research, 63% of respondents are focused on cost reduction as the principal driver for IT projects over the next 12 months, followed by Change Management and compliance. When these business drivers are considered, the need for a new, more pragmatic and value-orientated approach to IT becomes increasingly important. Consequently, Axios Systems believes that Service Value Management (SVM) will emerge and grow as an approach for IT executives.

The focus on cost reduction and Change Management is being echoed in the specific technologies under consideration for the next 12 months. The major projects cited by respondents included CMDB (22%), Change Management (19%) and Service Catalogue (18%) deployments. In addition, 16% of respondents plan service desk upgrades or replacements. When these projects are taken together it emphasises the focus IT is taking in trying to understand the value of their IT assets, as well as finding ways to reduce costs and support business transformation initiatives. 

Ailsa Symeonides, Sales & Marketing Director at Axios Systems, says, “As organisations look to reduce costs and conduct major business change management programmes, the role of IT and its business value becomes increasingly important. Our study highlights that a gap still remains in IT’s ability to deliver and demonstrate the value it provides the business. In today’s changing and uncertain world, this is no longer acceptable and it is our belief that adopting a Service Value Management (SVM) approach will enable organisations to meet this challenge head on.”

Sharon Taylor, ITIL V3 Chief Architect and Chief Examiner, says, “Today organisations are looking at ways to have more business driven technology and this is why Service Value Management (SVM), with ITIL at its foundation, is such a priority. assyst by Axios Systems provides enterprises with a solution that is geared to achieving this and ensures that technology is truly powering and supporting the enterprise.”

The study was conducted in June and July 2009 and is based on over 1500 IT professionals from North America, Europe and Asia.

Part of this survey took place during a live webcast by Sharon Taylor, which can be viewed at this link.