The survey shows that Swiss companies mainly rely on IT service management to optimize processes. In many places, the biggest challenge is the increasing complexity of IT and business.
Some Swiss companies still seem to have great potential to optimize IT processes. Because in a non-representative survey, many companies said they rely on IT Service Management (ITSM) to optimize internal IT processes. In many places, customers and end users who want to increase their satisfaction with such tools have also become the focus of this situation.
The survey was conducted by Frox, a subsidiary of Noser Group, at the beginning of this year. She asked 77 ITSM experts from Switzerland. The company is also active in this field and specializes in business process automation. The company told “Inside-IT” that during the investigation, it was not only their own customers who came to ask ITSM. Finally, most companies with 1,000 or more employees participate.
In terms of IT service management, for most of the companies surveyed, IT process optimization is the top priority
What: Frox
The survey also showed that for more than 81% of ITSM respondents, the complexity of the system landscape is the biggest challenge-involving all industries and company sizes. According to their statements, more than half of the participants are also faced with complicated processes (58%) and organizational silos (55%). Frox also sees a sticking point here: For example, the “clean integration” of systems and data in complex processes is critical to achieving goals. The company wrote in a paper published in the research: “This is the only way to continuously optimize IT processes and increase customer and user satisfaction.”
ServiceNow, BMC Software and Atlassian are very popular
ServiceNow, BMC Software and Jira Service Desk are very popular among the respondents
What: Frox
Frox also asked the participants which ITSM tools are currently being used. This shows that Atlassian’s ServiceNow, BMC Software and Jira Service Desk are by far the most used. In the medium to long term, on average, less than two-thirds of respondents want to use these tools as SaaS solutions in their companies. The hybrid solution has 43% of disputes, and a quarter of the target is still a local solution.
The survey results show that compared with most respondents, the financial sector in particular has taken a different path. There, two-thirds of companies choose local ITSM systems.
According to the results, these tools are used the most in customer service (55%). Followed by human resources (20%) and supplier management (18%). In the next two years, it will remain in this state. The use of customer service tends to decrease slightly (44%), while the proportions of supplier management (27%) and human resources (25%) increase respectively.
The company is planning to invest
After all, many companies surveyed are willing to spend money on ITSM tools in the next 12 months. For about 70% of companies, an investment is “positive” or “possible.”
Less than half of companies want to implement configuration and asset management. More than one-third of respondents want to devote themselves to capacity management. Under “Others”, 21% of those surveyed pointed to areas such as ITSM cloud applications, automation, artificial intelligence, and chatbots.
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