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Axios survey predicts ITSM outsourcing surge

August 05, 2004

Well over one-third of organizations which do not outsource their IT Service Management (ITSM) plan to do so in the next 12 months, according to a new industry survey.

Fewer than 9% of ITSM professionals questioned in the survey conducted by global software firm Axios Systems (www.axiossystems.com) said their organizations currently outsourced ITSM work.

However, more than 37% of those who said they did not outsource replied that they intended to do so within the next year.

Axios interviewed some 200 support professionals for the survey.

Industry analysts have predicted an increase in ITSM outsourcing but Linda Murray, the Edinburgh-based company’s Product Marketing Manager, said the figures represented a dramatic shift.

“Organizations are continuing to search for methods of reducing costs. IT support outsourcing - both onshore and offshore - is one way in which financial managers believe this can be achieved,” she commented. “Other outsourcing drivers include requirements to access new and complex IT functionality and capacity without incurring major capital expenditure.”

Linda added that outsourcing would increasingly take place overseas. “The very nature of global IT service delivery means that knowledge, skills and services can be competitively extracted, reconstructed and delivered across borders and timezones,” she said.

Axios Systems’ assyst solution is used by leading managed service providers as well as by several hundred public and blue chip private sector clients around the world. The company has 11 offices in nine countries.

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