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The results of Mielabelo's ITSM survey and what they can teach us

Par Mielabelo


At the end of 2013, Mielabelo conducted a large survey about the ITSM landscape in Belgium, by collecting data’s on IT Service Management at major organisations. What’s the goal of this survey? Define Belgium’s maturity in terms of IT service management and help the enterprises benchmark with the general Belgian ITSM trend.


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Multiple similar ITSM surveys exist for other world countries. Belgium, yet pioneer in using the ITIL best practices in the early 90’s, was lagging behind. Mielabelo decided to remedy this!


59 entreprises participated and they answered around twenty questions. These organisations are active in both private and public domains, such as healthcare, bank and insurances, industry, utilities and services. Even if this panel was quite limited, it gave a smart insight into the Belgian context.


The conclusions of the survey were quite fruitful...


Generally speaking, what is the profile of the ICT owner?


According to the survey, the ICT owner is then the ICT Manager. He is the person in charge of improving the service quality. He manages an installed base of about 3000 PCs, 400 servers and around 600 mobile devices. This latter point starts being a concern in terms of support management.


His support team is composed of 30 people, mostly internal employees. He has chosen ITIL v3 for both governance and service management control.


He does not yet use permanent channels for addressing his internal customers: word-of-mouth and coffee-cup-sharing remain the major feeding process for improving the delivered services. The ICT manager acknowledges the value of regular ITSM assessments and the definition of an ITSM roadmap.


On a daily basis, processes are managed on top of operational duties by the team members. There are no clear responsibilities defined and everybody contributes to the coordination. Committees involving internal customers exist but they are mostly used for reporting purposes.


The ICT Manager has not yet analyzed new ways of delivering a better service: his tools are not that user-friendly and they remain expensive. As well, the marketing efforts (business service catalogue, self-service protals, wiki, quick survey…) are rather limited.


As a conclusion, it must be said that the Belgian ICT manager has been a pioneer in the 90’s by introducing best practices (as ITIL) into the operations and equipping the department with the first ITSM solution (BMC, HP, …). At this stage, he doesn’t have such an advance anymore in terms of ITSM maturity: he does not benefit from “CRM-like” ITSM solution, new operational frameworks (LEAN IT) and customer oriented flows.


More details to be found underneath!


The detailed results


1. Service Management Trends

• The ICT owner has not yet a seat in the Executive Committee. ICT remains a support center, no business enabler.

• IT remains “Product” oriented instead of becoming a Service Provider:

          - No strong commitment to the Business to deliver value

          - No permanent channels to keep listening to the Voice of the Customer

• Companies focused on the same traditional processes

• Belgium does not yet benefi t from modern ITSM tools because of its early ITIL adopter Experience


2. Organizing for ITSM

• 59% of respondents have conducted an ITSM assessment in the last 12 months

          - 88% found it to be of value - Almost 30% will not carry out such an assessment. Excess of trust about IT plans?

• 55% of our respondents have a documented ITSM roadmap

          - 12 months is the typical horizon

          - 81% see value in the roadmap

• 61% only of the organizations have a formal ITSM organization

          - Almost 25% have full-time resources

          - 34% manage ITSM processes on top of operational activities


3. ITSM Governance

• Only 55% of the respondents have actionable metrics

          - 22% have no metrics at all

          - 7% only have metrics communicated to the Business

• 43% of respondents have no processes audited

          - 78% use external auditors

• 20% of the respondents use COBIT for ITSM governance

          - Most of them uses ITIL as governance framework as well

          - ITIL v3 appears as a reference

• 28% of the organizations have linked ITSM to a Quality Program

          - 8% only have started operational excellence programs (LEAN based)


4. ITSM tools

• 7,5% have no ITSM tool at all

• 50% have a “on premises” license tool while 27,5% own a development based on an opensource solution

• 5% only have a SaaS solution

• 40% of respondents have implemented a CMDB

• 52% have inventory tools

• 92% have a global ticketing tool for addressing incident and request management

• Most of the time the tool lacks of:

          - Ergonomy

          - Flexibility

          - Ease of use


Conclusion : advice from Mielabelo


If you are an ICT owner...


• Do not underestimate the importance of communicating with Business users

• Involve users in:

          - Incident & demand management (wiki, self service, …)

          - Service improvement (surveys, moments of truth, …)

• Keep what works for you:

          - ITIL is only a best practice

          - Working with operational teams for improving the quality of service is more important

• Act locally:

          - Small steps

          - Pragmatic

          - Sustainable


Pour lire cette publication en pdf ou l'enregistrer, c'est par ici



Last modified on Monday, 15 September 2014 12:24


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