Survey Reveals Disappointment with IT

Results of a recent survey show that half (57%) of the respondents—IT executives from a variety of industries, including insurance—believe that their IT systems, processes and services still do not deliver the value expected by the business.

The global study from Axios Systems was conducted in June and July 2009, and reveals that 64% of respondents are unable to provide business and IT executives with real-time quantifiable metrics demonstrating the value of IT services and assets. Despite large investments in IT, Axios says, it appears organizations still lack the systems, processes and best practice approaches (e.g. ITIL) for IT management that would help overcome these challenges. As budgets come under close scrutiny, more than one-third (39%) of IT professionals claimed that business decision makers still do not understand the value IT brings to the business.

According to the research, 63% of respondents are focused on cost reduction as the principal driver for IT projects over the next 12 months, followed by change management and compliance. When these business drivers are considered, the need for a new, more pragmatic and value-orientated approach to IT becomes increasingly important.

The focus on cost reduction and change management is being echoed in the specific technologies under consideration for the next 12 months. The major projects cited by respondents included configuration management database (22%), change management (19%) and service catalog deployments (18%). In addition, 16% of respondents are planning service desk upgrades or replacements. When these projects are implemented at the same time, it emphasizes IT’s focus on trying to understand the value of its IT assets, as well as finding ways to reduce costs and support business transformation initiatives.

“As organizations look to reduce costs and conduct major business change management programs, the role of IT and its business value becomes increasingly important,” says Ailsa Symeonides, sales and marketing director at Axios Systems. “Our study highlights that a gap still remains in IT’s ability to deliver and demonstrate the value it provides the business. In today’s changing and uncertain world, this is no longer acceptable, and it is our belief that adopting a service-value management approach will enable organizations to meet this challenge head on.”

The question of effective change management is one that faces organizations and leaders every day, whether dealing with hidden agendas, long-tenured staff or market fluctuations. The ability to effectively maneuver through organizational transformations to new levels of performance is a cherished leadership commodity.

Part of this survey took place during a live Web cast, which you can view at http://www.axiossystems.com/six/en/products/seminar/sharon_taylor_webinar.php.