Across the UK, one in three teams is missing out on innovation opportunities, according to new research
More than 30% of organisations in the UK only use service management for IT, meaning they’ve not yet realised the full ROI of their service management investment, according to research published today by service management provider Axios Systems.
Deciding to restrict service management to IT also means teams are missing an opportunity to divert resources from manual, time-consuming tasks, in favour of market-differentiating innovations.
But across the UK, 66% of organisations have adopted a service management strategy for at least one non-IT department (otherwise known as Enterprise Service Management, or ESM). UK-wide, ESM is most commonly used by Finance, HR and Facilities Management. Procurement, Legal, Sales, Marketing and other teams are also using ESM to reduce costs and increase efficiencies.
These insights put ESM uptake in the UK slightly behind the US (76% uptake), but ahead of Belgium, The Netherlands and Luxembourg (Benelux – 49% uptake), and ahead of Germany, Austria and Switzerland (DACH – 32% uptake).
Service management provider Axios Systems produced the paper, in partnership with one of Europe’s leading business schools.
Among the findings critical to enterprises based in the UK, the research also reveals that:
- UK enterprises are most likely to cite budget/costs or technical issues, followed by security and training/knowledge, as concerns about implementing ESM.
- Increased operational efficiency is the strongest motivation for implementing ESM in the UK.
- HR is likely to be the UK’s biggest priority for ESM expansion in the coming year.
By using these insights, C-level executives can create actionable talking points to promote the time-saving, revenue-boosting benefits of service management beyond IT.
Tasos Symeonides, CEO of Axios Systems, said: “We’re pleased to see that most organisations across the UK are realising the benefits of a service management strategy that spans the enterprise. But it’s concerning to see that a sizeable percentage of large enterprises have yet to pursue these benefits. In order for UK businesses to retain competitive advantage, they need to fully leverage all opportunities to focus on innovation. This means looking for ways to automate tasks, streamline service provision and measure efficiency—not just in IT, but in every department. ESM allows you to take advantage of such benefits and fully align limited resources to deliver on stakeholder expectations and big-picture business requirements.”
The research spans the United States, United Kingdom, DACH (Germany, Austria and Switzerland) and Benelux (Belgium, the Netherlands and Luxembourg). Survey respondents include ITSM professionals from large enterprises ranging from 500 to 5,000 employees.