Findings from Consulting-Portal's 5th Annual ITSM industry survey show that organizational governance is weak and software as a service (SaaS) adoption is rising.
This year's IT Service Management Industry Survey results pointed to five trends that we feel will prevail in 2010:

* Weak organizational governance.
* SaaS adoption is on the rise as an ITSM solution.
* Organizational support for ITSM is on the rise.
* There is a lot more focus on customer-facing processes like service level management and service catalog management.
* Auto-discovery/dependency mapping is more popular than ever.

For the second year in a row, as few as 29% of organizations surveyed have defined, implemented and enforced ITSM governance in place. Lack of governance makes it hard to comply with standards like Sarbanes-Oxley and Basel II, not to mention making it difficult to quantify the return on investment (ROI) from costly IT projects.

SaaS, Cloud computing, utility computing―whichever name you prefer―the trend toward customers subscribing to hosted ITSM tools is definitely on the rise having grown from 0% to 17% in just two years.

About the Survey

The 5th Annual ITSM survey contains 35 questions covering the topics of: Sponsorship, Training, Organization and Governance, Best Practices, Measurement and Audit, Continuous Improvement and Supporting Tools. This year Consulting-Portal obtained over 180 responses to the survey from medium-sized to Fortune 500 companies from various industries including: Finance, Government, Industrial, Healthcare, Education, Communications and Information Technology.