This IDC study presents the results of IDC's 2014 Service Management MaturityScape Benchmark Survey. This study serves as a supplement to IDC MaturityScape: Service Management (IDC #244523, December 2013). Together, the two studies provide a comprehensive overview of IDC's service management maturity model:
This study enables organizations to achieve a data-driven, actionable plan to derive desired outcomes based on their business-oriented organizational goals. This study provides an opportunity for organizations to benchmark their service management maturity against the industry standard; to assess IT service management competency and maturity; and, most importantly, to prioritize and obtain guidance regarding IT service management processes, technologies, staffing, and other related investment decisions.
These studies enable organizations to answer the following questions:
"As the industry demands IT management organizations to achieve more than meeting minimum requirements, organizations need to improve their service management maturity to address a range of vision, business, process, people, and technology requirements," says Bill Keyworth, adjunct research advisor with IDC's Research Network. "This benchmark study, together with IDC's Service Management MaturityScape framework, guides organizations to better deliver IT services that are capable of driving technology optimization and innovation."
Enterprise IT transformation, IT operations and implementation, IT planning and design, IT strategy and governance, Infrastructure as a service, Leadership transformation, Market intelligence, Services transformation, Technology buyer