current challenges of it service management in hungary 2009
DESCRIPTION
Presentation on the CONFENIS 2009 conference, Győr, HungaryTRANSCRIPT
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([email protected])
Péter Fehér([email protected])