COLORADO SPRINGS, CO--(Marketwired - Nov 18, 2014) -  In surprising new survey results, U.S. IT leaders ranked IT service management as their number two priority after mobility -- and clearly outranking cloud, virtualization, and SDN -- according to a recent survey conducted by an independent market research firm and released by Cherwell Software. Organizations reported that they are using ITSM to improve security, efficiency, and performance. Interestingly, 98 percent of the organizations surveyed are involved in some way with ITSM, but only 17 percent have already implemented their transformational ITSM initiative.

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"IT leaders clearly recognize that IT service management is a key lever to improve performance and enable the business," said Vance Brown, CEO of Cherwell Software. "But a relatively small percentage of organizations actually have the tools to implement a modern and flexible ITSM solution. The 'will' exists among IT leaders, and Cherwell Software's goal is to provide the 'way' to enable IT teams."

SlideShare: IT Help Desk Survey Results:

According to the survey, organizations choose to pursue ITSM to improve security, efficiency, performance, service, and lower IT costs. When asked what aspects of ITSM have been adopted, respondents listed problem management, incident management, IT service continuity management, information security management, and analytics and reporting. When asked what aspects have not been adopted, self-service portal, service asset and configuration management, and release and deployment management topped the list.

The survey also contrasted how IT teams rate their own performance with IT's estimate of how end users would assess their performance on the same set of metrics. The results found 84-89 percent of IT respondents think they perform somewhat/extremely well on various metrics with the highest rated as:

  • Quality of IT service (89 percent)
  • Computing performance (89 percent)
  • IT staff productivity (87 percent)

In comparison, 79-89 percent of end users say IT performs somewhat/extremely well on various metrics with the highest rated as:

  • Computing performance (89 percent)
  • IT efficiency (87 percent)
  • IT staff productivity (85 percent)

70 percent reported problem areas within IT, with the leading challenges as:

  • Multiple support desks with disparate systems that cannot communicate (40 percent)
  • Inability to get actionable metrics out of existing ITSM system to track value of IT investments (19 percent)
  • No developers or technical expertise to configure the existing ITSM system (18 percent)

Interestingly, a stunning 41 percent believe many or most in their company believe IT is a hindrance to technical innovation, and 37 percent report many or most in their company believe IT is out of touch with the company at large.

Cherwell Software 2014 IT Priorities Survey
The Cherwell Software 2014 IT Priorities Survey was conducted by independent market research ReRez, which surveyed 201 senior IT leaders across multiple industries in the United States. Respondents were in IT departments that ranged in size from small teams to over 1,000 staff members.

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About Cherwell Software
Cherwell Software is the developer of Cherwell Service Management® (CSM), an award-winning business technology and IT service management (ITSM) platform recognized by leading industry analysts worldwide. Cherwell customers are part of a fast-growing, caring community using Cherwell Service Management to implement both ITSM solutions and business technology that goes beyond ITSM. Cherwell Software has the deepest expertise in the service management industry, including a global network of expert partners currently serving customers in more than 40 countries. Corporate headquarters are in Colorado, United States, with EMEA headquarters in the United Kingdom.

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