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IT chiefs not using service management standards, says specialist

Corporate IT departments are failing to follow ITIL-based standards and provide a service that supported business aims, research has shown.

A survey of 147 IT directors and managers by IT service management specialist Axios Systems found that improving IT service delivery (43%) and aligning IT to the business (37%) were felt to be the two most important challenges facing IT departments.

But when questioned about their actual roles, 38% of the IT managers cited ensuring IT systems worked, while 30% said their role was to react to IT incidents. Only 53% felt that IT departments should proactively work with the business.

Axios said the discrepancy highlighted the need to deploy best practice and follow ITIL-based standards to help IT become a service to the business.

But the research showed that few departments had adopted ITIL-based standards for IT service management. Only 25% of those surveyed said they used an ITIL-based Configuration Management Database (CMDB) to provide an accurate inventory of IT resources and the relationships between them.
 
Less than a quarter of those surveyed were seeking to gain accreditation for meeting the ISO/IEC 20000 IT service management standard. More than four out of 10 said they had no plans to secure the accreditation.

Axios chief executive Tasos Symeonides said IT departments must “break the shackles of the past and find ways to ensure that they are no longer simply the ‘IT help desk’ but a service to the business”. Implementing IT service management was “the antidote”, he added.

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