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Sep 2014 - Industry Development and Models - Doc # 251455

IDC MaturityScape Benchmark: Service Management in the United States, 2014

Authors: Bill Keyworth, Serge Findling, Suya Xiong

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:

  • In this study, we present the results from quantitative research that enables organizations to assess their service management maturity level against industry benchmarks.
  • In the previous study, we described IDC's Service Management MaturityScape framework, which identifies the stages, dimensions, outcomes, and actions required for companies to maximize benefits derived from service management of IT.

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:

  • How mature is the organization in its ability to leverage service management capabilities to drive value and innovation?
  • What are the most common practices among high achievers that result in better integration in the organization?
  • What is the focus of IT service management in thriving versus surviving organizations?

"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."

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