How does the future of IT service management look? Every year, Forrester Research compiles a joint survey with itSMF-USA to understand the current state of ITSM and anticipate future changes. Courtney Bartlett reports that last year was a mixture of good and bad news. On the plus side, compensation for ITSM professionals is on the rise. Also, organizations were in agreement that ITIL had improved productivity and service quality.
However, 31% of survey takers didn’t know the reason behind the incidents that did occur. Plus, 25% didn’t know whether their incident mean time to resolution had increased or not.
In a new attempt to help IT pros better understand the problems they are still having, Forrester’s survey this year wants to know how the “don’t know” groups are faring. You can’t manage what you don’t measure, and Forrester is looking to highlight strategy and prevention instead of just solving problems that have already happened.