IT Processes Mostly Unaligned with Service Level Management Documentation, Say 57 Per Cent of Organizations

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IT Processes Mostly Unaligned with Service Level Management Documentation, Say 57 Per Cent of Organizations

Axios Systems, the world’s leading provider of IT Service Management (ITSM) solutions, including the assyst software, today reveals the results of a survey conducted during its second in a series of webcasts around Service Catalog that shows 47 per cent of organizations surveyed considered their services to be poor.

During the second webcast, ‘Designing and Defining Your Services’, participants were asked a series of questions around their services and offerings. When asked about their organization’s Service Level Management documentation and how it reflects the IT processes they provide, 57 per cent said they were ‘mostly unaligned’ or not aligned at all. Only 3 per cent believed their documentation fully aligned with their processes. This is concerning as it is vital that the documentation be fully aligned with the processes to create a solid foundation for a successful Service Catalog implementation and to ensure the processes help IT support the business as efficiently and effectively as possible.

This issue can start to be addressed by carrying out a Service Catalog workshop, whereby all relevant parties, both in IT and the business as a whole, have a collective discussion to decide on what services and service offerings should be included in the Service Catalog.

Considering the systems and services in place at attendee organizations, 47 per cent described their organizations as having good systems, but poor services and only 29 per cent felt they had both good systems and good services. Most organizations therefore feel they have the systems in place but are potentially not using them as effectively as possible. In addition the services organizations are offering may not be sufficiently defined, which is holding them back from optimizing their service provision to the organization.

Both this webcast and the previous one, ‘Building a Business Case for Service Catalog’, emphasized the importance of getting customer buy-in to the project in order to ensure its success. Attendees were asked what they were doing to get their customers involved in their Service Catalog implementations. Of those surveyed, 44 per cent were having regular review meetings and scoping workshops with service owners while other tasks highlighted included staff training and reporting.

While the Service Catalog is seen as a means of keeping customers up-to-date with the services and offerings an organization’s IT department provides, many organizations have also started, or intend to start using it, for non-IT departments. Of those surveyed, 29 per cent plan to use the Catalog for facilities management and 26 per cent for administration services. Using the Service Catalog as a tool for non-IT departments provides a great platform for showcasing the services they offer and automating processes, which not only reduces manual errors, but can also create significant cost efficiencies.

Ailsa Symeonides, Sales and Marketing Director at Axios Systems says, “It is clear from the survey results that many organizations still require a lot of support with their Service Catalogs and Service Level Management. Axios hopes that our webcasts and other resources, such as our workshops, can help organizations to improve and become more efficient.”

Please click on the following link for more information on the Service Catalog webcast series.

About Axios Systems:
Axios Systems is the world’s leading provider of IT Service Management (ITSM) solutions. Its customer-centric approach, combined with its award-winning software, enables customers to improve their Service Delivery and Support and deliver Continual Service Improvement (CSI) by helping to align and realign IT services to changing business needs, supporting business processes and improving productivity.

Benefiting from more than 20 years of development and investment around Best Practice principles, Axios Systems’ core solution, assyst, built around its market-leading Configuration Management Database (CMDB), intuitively steers users through the ITIL (Information Technology Infrastructure Library) processes which help organizations transition toward the next generation of ITSM and Service Desks. assyst offers a unique lifecycle approach to ITSM with the integration of all ITIL processes (including Incident, Capacity, Problem, Change, Asset, Configuration and Service Level Management), twelve of which have been verified by Pink Elephant’s PinkVERIFY service as compatible with industry best practices (based on ITIL V3), in a fully integrated application. It empowers management with a dashboard-based transparent view of real-time performance against Service Level Agreements (SLA), and Operations Level Agreements (OLA).

Implementing assyst into an organization optimizes IT infrastructure efficiency, reduces overheads and lowers the total cost of IT ownership (TCO), helping to ensure a significant return on investment (ROI) with rapid time-to-value. Axios also offers a comprehensive set of consulting and training services to support ITSM best practices in an organization.

Axios' customer base spans across a wide range of vertical and geographical markets including Kingfisher, Standard Bank, Aviva, University of Notre Dame, Gulf News, Kopeyka supermarket chain and the anti-virus software developer, Kaspersky Lab.

Axios Systems is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. Axios’ global presence is further strengthened with a worldwide network of partners. For more information, visit:

ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.


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Jennifer Duncan
Axios Systems
+44 131 220 4748
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