In global comparison, US tops the list for greatest uptake of efficiency-driving service management beyond IT

In global comparison, US tops the list for greatest uptake of efficiency-driving service management beyond IT

More than 75% of organizations in the US are now using service management for optimized service delivery in at least one department outside IT, according to research published today by service management provider Axios Systems.


Using service management beyond IT gives teams the opportunity to divert resources from manual, time-consuming tasks, in favor of market-differentiating innovations.


Within US-based organizations, HR, Procurement and Facilities Management show equal and significant participation in service management beyond IT, otherwise known as Enterprise Service Management (ESM). Finance and other departments are also active in ESM, according to the findings.


The insights put ESM uptake in the US ahead of the UK (66% uptake), as well as Belgium, The Netherlands and Luxembourg (Benelux – 49% uptake), and Germany, Austria and Switzerland (DACH – 32% uptake).


Among the findings critical to enterprises based in the US, the research also reveals that:


  • US enterprises are most likely to cite budget/costs, followed by training/knowledge, as concerns about implementing ESM.
  • Increased operational efficiency is the strongest motivation for implementing ESM in the US.
  • Procurement and HR are likely to be the biggest priorities for ESM expansion in the US this 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.


Markos Symeonides, Executive Vice President of Axios Systems, said: “We’re pleased to see that most organizations across the US are realizing the benefits of a service management strategy that spans the enterprise. But we also want to see the remaining 25% of organizations begin to enjoy these benefits, including increased ROI from their service management investment and noticeably better customer service. In order for US 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.”


Axios Systems produced the research in partnership with one of Europe’s leading business schools. The research spans the US, UK, Germany, Austria, Switzerland, Belgium, The Netherlands and Luxembourg. Survey respondents include ITSM professionals from large enterprises ranging from 500 to 5,000 employees.




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