Gartner Research

Survey Analysis: IT Service Management Value Perspectives From Europe

Published: 20 February 2014

ID: G00260447

Analyst(s): Chris Matchett , Jeffrey Brooks, Jarod Greene


Survey data collected by Gartner in 2013 suggests that European I&O organizations are more focused on business value than ITSSM toolset features. There are several opportunities to demonstrate value to business users, even when fewer resources are available.

Table Of Contents

Survey Objective

Data Insights

  • IT Support User Satisfaction Shows Room for Improvement
  • Showing Business Value Regarding Customer Satisfaction Is a Top Concern for IT Service Desks
  • Ease of Use Tops the Criteria for IT Service Desk Tool Selection
  • Platform as a Service Is Not a Key Criteria When Selecting a SaaS ITSSM Tool
  • Small Companies Lag Behind the Average on Core IT Service Desk Processes
  • ITIL Is Still the Most Dominant Framework Used
  • Methodology

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