New Industry Research Report from HDI and itSMF USA Addresses the Role of Service Management Outside of IT

More than half of the organizations surveyed are either applying or planning to apply service management principles in non-IT areas

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Dec 03, 2014, 12:00 ET

COLORADO SPRINGS, Colo., Dec. 3, 2014 /PRNewswire/ -- HDI and itSMF USA, the leaders in service management and technical support, today announced the release of a new research report that explores the shift and expansion of IT service management (ITSM) principles to areas outside of IT. "Service Management: Not Just for IT Anymore" analyzes how service support practices have been adapted as a result of changes in the industry and how ITSM processes have expanded into other areas of the enterprise. The report can be downloaded at www.ThinkHDI.com/SMResearch or www.itsmfusa.org/?page=smnotforitanymore

This co-sponsored research summarizes 1,197 survey responses from more than 30 vertical industries covering a wide range of organization sizes. The data collected indicates that the majority of respondents are using the principles of ITSM outside of IT, and that many of them are helping the organizations they support with the adoption.

Other key findings published in the report include:

While IT is leading this movement in 53 percent of organizations, non-IT leaders have led the charge in the other 47 percent.
The expanding capabilities of technology are driving organizations to apply service management outside of IT.
ITIL is the most common set of service management practices being applied in non-IT areas.
For most organizations that have expanded service management processes, IT is acting as a consultant to non-IT areas of the business.
In 45 percent of organizations that are applying service management to non-IT areas, the organization's perception of IT's value to the business has improved.

"Given these results and the introduction of new technologies, it's reasonable to expect that this trend will continue to grow," says Craig Baxter, HDI's managing director. "For any organization that wishes to thrive, using service management practices outside of IT is one of the most important strategies it can pursue. Today's IT leaders are in a position to contribute significantly toward that goal."

"These results have broad-ranging implications for IT organizations that can bring proven ITSM best practices to other areas of the enterprise," adds Jack Probst, president of itSMF USA. "A revitalized relationship between IT and the organization it supports opens a high-impact path toward becoming more customer-centric."

For more information and to read the full report, please visit: www.ThinkHDI.com/SMResearch or www.itsmfusa.org/?page=smnotforitanymore

About HDI
In 1989, HDI became the first membership association and certification body created for the technical service and support industry. HDI has remained the source for professional development by offering resources that enhance the soft skills needed to provide exceptional service management and customer service. Built and sustained by industry peers and leaders, HDI facilitates collaboration and networking, hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year. Learn more at www.ThinkHDI.com.

About UBM Tech
UBM Tech is a global media business that brings together the world's technology communities through live events, online properties and custom services. UBM Tech's community-focused approach provides its users and clients with expertly curated research, education, training, community advocacy, user-generated content and peer-to-peer engagement opportunities that serve the Electronics, Security, Enterprise IT and Communications, Network Infrastructure and Applications, Game and App Developers, and Tech Marketing communities. UBM Tech's brands include Black Hat, DesignCon, EE Times, Enterprise Connect, Game Developers Conference (GDC), HDI, InformationWeek, and Interop. Create, a UBM Tech full range marketing services division, includes custom events, content marketing solutions, community development and demand generation programs based on its content and technology market expertise. UBM Tech is a part of UBM (UBM.L), a global provider of media and information services with a market capitalization of more than $2.5 billion. For more information, go to http://tech.ubm.com.

About itSMF USA
The itSMF USA, a chapter of itSMF International, is the independent professional organization and forum for IT service management (ITSM) professionals in the United States. A not-for-profit organization, itSMF is a prominent player in the ongoing development of ITSM professionals and the promotion of ITSM best practices, standards, and qualifications. This network of industry professionals, white papers, webinars, podcasts, conferences, and other resources creates an opportunity for you and your organization to connect, learn, and grow. Come be part of the ITSM profession. Learn more at www.itSMFUSA.org.

Media Contact:
Kimberly Samra
HDI PR
[email protected]

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