current challenges of it service management in hungary 2009

Current Challenges of IT Service Management in Hungary2009

Corvinus University of Budapest& ITSMf Hungary

Zoltán Szabó & Péter Fehér

Research Goals

• ITSM – theory vs. practice?

• Investigated issues:– the role of IT in competitiveness and innovation;

– the actual activities in IT strategy planning;

– the characteristics of IT infrastructure and applications;

– the actual and planned state of IT service management;

– the IT budget and the role of IT in the financial planning.

The Sample

Hungarian IT service management applier companies

in the first half of 2009

Organizational Size

Responding Representatives

IT Budget

IT Budget – in General

• IT is business-critical

• IT costs usually varies between the average 3-5% of the revenue (international)– Industry/sector-dependent

– IT spending can exceeds 10% of the revenues -conservative companies spend only 0,5-1%

• Results– 6,44% of the revenue

– Lowest level: 0,1% (public sector)

– Highest: 5-20% (financial sector)

Share of operational costs

Operational Cost vs. Development

Outsourcing: 24%

What portion of the IT budget is determined by the IT function?

Is IT budget going up or down in real termscomparing to last year?

IT Strategy

Is there a documented IT strategy?

for 2,9 years

Major Issues in IT Strategy

NEW

The Role of IT

information technology as a factor of the organisational

performance and competitiveness

Our IT function is the main initiator of innovation

IT has a significant role in implementing business innovations

Business understands the role of IT

There is and efficient partnership between IT and business

Basic IT services are provided on therequired quality level

IT is more importantthan the IT function

IT has a significant

role in accomplishing innovations

IT provides the basic

IT services in an adequate level

Business areas

understand the role of IT

Theres is an efficient

partnership between business and IT

IT is the originator of

innovations

3,6 3,63 2,85 2,8

IT Infrastructure

IT Infrastructure (lower segment)

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Systems supporting organizational development

Systems supporting technical development

Quality management applications

ERP system

Executive Information Systems

Logistic support systems

Information Management oriented applications

E-business applications

Marketin support systems

Manufacturing support systems

Cost management applications

Human resource management systems

39% (42,7% in 2006)

IT Infrastructure (upper segment)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Procurement management applications

Business Intelligence

Controlling applications

Sales management applications

Inventory management systems

Payroll systems

Workflow applications

Groupwork applications

Accounting information systems

Financial management applications

55,5% (10% in 2006)

61,1% (30% in 2006)

Based on ITIL v3

IT Service Management

0% 20% 40% 60% 80% 100%

Event Management

Knowledge Management

Evaluation

Service Portfolio Management

Service Catalogue Management

Common Service Operations

Service Level Management

Capacity Management

Supplier Management

7- Step Improvement Process

Release and Deployment Management

Problem Management

Service Reporting

Service Strategy

Financial Management

Service Continuity Management

Service Validation and Testing

Service Measurement

Demand Management

Availability Management

Information Security Management

Asset and Configuration Management

Access Management

Change Management

Transition Planning and Support

Request Fulfillment Management

Incident Management

Service Desk

Already accomplished

Implementation in progress

Planned

Not expected

Impact of economic downturn

In the afternoon session…

Research Phases and Plans

1. Phase

Quick survey

Short survey for the ITSMF conference participants

Major issues can be explored

Solid base for the fine-tuning

2a. Phase

Detailed survey

Online questionaire

Respondents from IT and non IT domain

Focusing on general issuesbut more detailed analysis

2b. Phase

Case studies

Focus on the matured ITSM practitioners

Analysis of best practices, experiences, success and failures

Exploration of complexrelationship between ITSM and business

Corvinus University of Budapest& ITSMf Hungary

Further information:

Corvinus University of Budapest– Department of Information Systemshttp://informatika.uni-corvinus.hu

Zoltán Szabó(szabo@informatika.uni-corvinus.hu)

Péter Fehér(pfeher@informatika.uni-corvinus.hu)