Only 48% of companies have a well-defined IT service
management process in place, according to independent research from
service management company Tertio SMS.
The survey suggests that only one in four IT departments has total
input from business units in defining service level agreements.
Even with input setting service levels, only one in five IT
departments communicates service levels to business units. One in
10 doesn’t talk about them at all.
This lack of information makes it difficult for IT Directors to
assess the impact of IT failures on customers.
“Companies simply aren’t aware of the state of their service
delivery. With no plan, no process and no communication, how can IT
service delivery possibly improve?” says Alan Greenberg, chief
executive of Tertio SMS.
