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ITSM Intelligence and Service Delivery Transformation:
A Wish-List from the Front Line
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WHAT'S INSIDE?
The % of major or critical incidents respondents believe were caused by IT changes or issues with the change management process.
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What % of major or critical incidents were caused by IT changes or issues with the change management process?
The state of ITIL implementation.
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What % of organizations have fully or partially implemented ITIL practices? (e.g., Incident Management, Knowledge Management, and/or Problem Management)
Opportunities for improvement in Service Delivery.
Would service delivery benefit from automated problem and knowledge management, AI-powered problem detection and resolution, automatic ticket categorization, real-time benchmarking, automatic ticket quality grading, and/or improved visibility and accountability?
A comprehensive “Wish-List” from the front line – including more than 80 verbatim quotes from respondents!
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If you could have anything you wanted or make any changes you would like to make in IT Service and Support, what would be #1 on your wish list?