Axios survey predicts ITSM outsourcing surge
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.
Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes. Axios Global Services provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe and Asia Pacific.