Axios Systems reveals biggest concerns for IT Help Desks in 2007

December 07, 2006

Axios Systems survey reveals ITSM standards adoption seen as a major challenge – alongside old problems of staffing and budget

Axios Systems, the leading international IT Service Management (ITSM) company, today announced the results of a comprehensive survey into the aims and concerns of IT Directors / CIOs and Helpdesk Managers for 2007. Respondents to Axios Systems survey into the IT and help desk challenges for 2007 revealed that next year’s major focus will be on improving customer service and meeting service level targets, despite being hampered by the lack ITSM standards, budget issues and a shortage of skilled staff.

More than half of all IT Directors and Help Desk Managers polled (55%) said that customer service will be a big priority in 2007, with meeting service level agreements a key focus for more than a third (37%). Cost reduction is on the ‘to do’ list for a further 28 per cent, while more technical areas such as security 12%), IT consolidation (18%), achieving ISO/IEC 20000 (11%) and understanding ITIL® v3 (8%) are set to receive less attention.

The lack of Best Practices and standards however was perceived by IT Helpdesk Managers as their biggest challenge for 2007, with nearly one in three respondents putting it in the top spot. The research revealed that while nearly three-quarters (73%) of organizations have adopted ITIL®, only 27 per cent of respondents said that they were looking to become ISO/IEC 20000 Certified, making it harder for them to fully align their IT departments with their strategic business objectives. According to Axios Systems, by adopting standards such as ISO/IEC 20000 rather than relying solely on the guidelines of ITIL®, organizations will be able to improve customer service, reduce costs, and be better equipped to align IT resources with the business.

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