IT is struggling to keep up with the resulting pace of service demand, according to a new survey by Serena of 200 IT professionals that focused on the current state of IT Service Management (ITSM), with a particular focus on what ITIL calls Service Transition.
In addition, the survey shows the majority of those polled (92 percent) agreed business groups do not perceive IT as a true partner and in some cases report that IT actually impedes their success.
Development and Operations blame each other, the survey indicates. Three quarters cited operations as a roadblock to agile development, and 72 percent cite development as not supporting the goals of operations.
“There is massive interest in DevOps within enterprises today, as there should be. What our survey revealed, however, is the distance that IT organizations need to evolve to realize the promise of DevOps,” said Amita Abraham, Group Product Marketing Manager at Serena Software and the author of the survey report. “This data was telling in that we were able to learn about today’s key ITSM issues, in particular, the need to improve Service Transition, the ITIL set of processes that cover the juncture of Development and Operations.”
Other key findings include:
· Inconsistent and manual ITSM practices are too slow for online, agile business. 70 percent reported poor release management processes.
· Disconnected processes limit Development and Operations’ success. 72 percent revealed that operational change and release management, which are central to the Service Transition prescribed by ITILv3, were the most disconnected.
· Rudimentary communication practices lead to limited visibility into planned changes. 60 percent cited they had “little to no” visibility into planned changes. Survey data showed antiquated communication practices such as email, spreadsheets, and word of mouth are still relied upon for sharing critical and time-sensitive information about planned development of operational changes.
· Poor reporting leads to inaccurate status updates to the business. Only six percent reported having shared release calendars across development and operations.
In addition to the Dev and Ops divide, the survey also highlighted the gap between IT and Business:
· Only 9 percent responded that the business views IT as completely aligned with its goals and as a true partner.
· 56 percent indicated that their organizations were yet to define and automate request management. The lack of a single place for business users to submit requests and automatically get status updates results in further discontent with IT.
The Serena survey was conducted at itSMF’s FUSION 12 Conference last month. Respondents were polled from a variety of industries, including financial services, government, healthcare, online services, manufacturing and more. The sampling of participants included general attendees and speakers.
The Latest
We're at a critical inflection point in the data landscape. In our recent survey of executive leaders in the data space — The State of Data Observability in 2024 — we found that while 92% of organizations now consider data reliability core to their strategy, most still struggle with fundamental visibility challenges ...
From the accelerating adoption of artificial intelligence (AI) and generative AI (GenAI) to the ongoing challenges of cost optimization and security, these IT leaders are navigating a complex and rapidly evolving landscape. Here's what you should know about the top priorities shaping the year ahead ...
In the heat of the holiday online shopping rush, retailers face persistent challenges such as increased web traffic or cyber threats that can lead to high-impact outages. With profit margins under high pressure, retailers are prioritizing strategic investments to help drive business value while improving the customer experience ...
In a fast-paced industry where customer service is a priority, the opportunity to use AI to personalize products and services, revolutionize delivery channels, and effectively manage peaks in demand such as Black Friday and Cyber Monday are vast. By leveraging AI to streamline demand forecasting, optimize inventory, personalize customer interactions, and adjust pricing, retailers can have a better handle on these stress points, and deliver a seamless digital experience ...
Broad proliferation of cloud infrastructure combined with continued support for remote workers is driving increased complexity and visibility challenges for network operations teams, according to new research conducted by Dimensional Research and sponsored by Broadcom ...
New research from ServiceNow and ThoughtLab reveals that less than 30% of banks feel their transformation efforts are meeting evolving customer digital needs. Additionally, 52% say they must revamp their strategy to counter competition from outside the sector. Adapting to these challenges isn't just about staying competitive — it's about staying in business ...
Leaders in the financial services sector are bullish on AI, with 95% of business and IT decision makers saying that AI is a top C-Suite priority, and 96% of respondents believing it provides their business a competitive advantage, according to Riverbed's Global AI and Digital Experience Survey ...
SLOs have long been a staple for DevOps teams to monitor the health of their applications and infrastructure ... Now, as digital trends have shifted, more and more teams are looking to adapt this model for the mobile environment. This, however, is not without its challenges ...
Modernizing IT infrastructure has become essential for organizations striving to remain competitive. This modernization extends beyond merely upgrading hardware or software; it involves strategically leveraging new technologies like AI and cloud computing to enhance operational efficiency, increase data accessibility, and improve the end-user experience ...
AI sure grew fast in popularity, but are AI apps any good? ... If companies are going to keep integrating AI applications into their tech stack at the rate they are, then they need to be aware of AI's limitations. More importantly, they need to evolve their testing regiment ...
