IT reporting lags in most enterprises
While most organisations are running IT reports, they aren’t focusing on the key areas that will benefit the business by identifying the issues or business trends that technology can reveal.
A survey consucted during its series of Service Catalog webcasts by IT service management provider Axios Systems suggest that 43 per cent of organisations surveyed during the webcast do not schedule standard reports, but simply run them on an ad hoc basis.
In addition, 62 per cent of the sample were found to be running standard or ad-hoc reports, mainly on traditional areas such as number of calls logged or number of changes requested, rather than on more strategic reports such as Cost, Demand, and Service Level Management (SLM).
From the attendees of the webcast, 55 per cent did no Demand Management reporting, while the majority of the remainder (39 per cent) reported on the number of requests made for services/offerings. Demand Management reporting can provide a view of the demand level against services, which can be used to predict requirements for following periods, allowing improved financial, and capacity budgeting, Axios maintains.
Organisations do appear to be reporting on SLM, although in a limited capacity. Only 17 per cent reported on all of the following areas: incidents near Service Level Agreement (SLA) breach, number of calls resolved within SLA and service requests near SLA breach. All other organisations who carried out SLA reporting only gathered metrics on one of these areas.
“Managing the cost of services is essential to running a financially efficient IT service - it is therefore concerning that, of those surveyed, 67 per cent do not report on any Cost Management metrics,” says Axios Systems sales and marketing director Ailsa Symeonides. “Only 6 per cent [of our sample] report on predicted costs and the same on costs per individual service. By enabling the identification of expenditure on IT services, organisations can reduce IT spend through establishing why services are being requested, and can predict future request levels, leading to more accurate IT budgeting.”
Symeonides adds: “In order for an IT department to provide an efficient service to the business, it must produce reports that can be used to help improve the services it offers.”