Survey by Exagon consulting: Elimination of operational problems represents a high degree of difficulty many processes arise in practice still basically Hey Joe in Kerpen, December 17, 2009 while the public debate in the IT service management is often dominated by cross-cutting strategic themes, the actual potential of the performance improvements are often in the details. So in a survey by Exagon consulting, 57 percent of the more than 300 companies surveyed judging that they currently see the efficient way to optimize IT service management in the Elimination of operational shortcomings. Craig Menear may not feel the same. For a much smaller circle (36 percent) it achieved only by changing the basic structures in IT service management. A minority of 7 per cent believes that no prioritization is useful and instead both at the same time must be dealt with. Exagon in the study also questioned whether structural changes or operational improvements represent a steinigeren way. About a third of the ITSM managers locates the greater difficulties in implementing fundamental strategic objectives.

These are but considerably less than the circle of the respondents (57 percent), which evaluate the Elimination of operational detail problems as more demanding requirement. Approximately every fifth interviewee sees a similar difficulty in both areas. Long time, discussed only on the major strategic tactical issues without doing enough to observe, how they can be transferred to the practical conditions of enterprises”, judge Joachim Fremmer Exagon – Managing Director. In the most complex ITSM structures are a wide breeding ground for a variety of operational and often overlapping problems”, he admits. After his consulting experience one has, for example, often not sufficiently managed to anchor the ITIL framework at the operational level.

Improvements have been achieved while, but it still significant potential benefits lie fallow. Be after the observations by Fremmer Practice is still in considerable measures implemented after the so-called principle of Hey Joe. This staff because of unclear, unintelligible or present only as a concept process instructions make the procedures relating to their field of activity according to individual taste. Actually, this time should be over. Because the process orientation in many places too little with the operational level is been laid down, many problems with some enormous range are apparent, “the Exagon CEO explains. About Exagon: The Exagon consulting & solutions GmbH has been established since 1994 as an independent IT consulting firm on the market. The business focus is on holistic support of its customers in establishing a professional IT service management, with regard to the strategic, organisational and also operational aspects. This includes Exagon performance portfolio both consulting services such as extensive training.