市場調査レポート

IDCの成熟度モデルのベンチマーク:米国のサービス管理

IDC MaturityScape Benchmark: Service Management in the United States

発行 IDC 商品コード 314978
出版日 ページ情報 英文 14 Pages
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IDCの成熟度モデルのベンチマーク:米国のサービス管理 IDC MaturityScape Benchmark: Service Management in the United States
出版日: 2014年09月24日 ページ情報: 英文 14 Pages
概要

当レポートでは、IDCによる「Service Management MaturityScape Benchmark Survey」の調査結果に基づき、サービス管理の成熟度モデルの概要について、体系的な情報を提供しています。

IDCの見解

調査概要

概況

  • サービス管理の成熟度の各段階
  • サービス管理の成熟度モデルの方向性
  • サービス管理の成熟度の改善における投資価値

将来の展望

主な提言

  • ビジョン
  • ビジネス
  • プロセス
  • 技術

参考資料

  • 関連調査
  • 付録
  • 調査手法
  • 要約

  • スライバーのサービス管理の5大特性

  • サービス管理の成熟度の分布(各段階)
  • サービス管理の個別の方向性の成熟度の分布
  • サービス管理の成熟度の比較:サバイバーとスライバー
  • IDCの成熟度モデル:サービス管理の各段階
目次
Product Code: 251455

This IDC study presents the results of IDC's 2014 Service Management MaturityScape Benchmark Survey. This study serves as a supplement to IDC MaturityScape: Service Management . Together, the two studies provide a comprehensive overview of IDC's service management maturity model:

  • In this study, we present the results from quantitative research that enables organizations to assess their service management maturity level against industry benchmarks.
  • In the previous study, we described IDC's Service Management MaturityScape framework, which identifies the stages, dimensions, outcomes, and actions required for companies to maximize benefits derived from service management of IT.

This study enables organizations to achieve a data-driven, actionable plan to derive desired outcomes based on their business-oriented organizational goals. This study provides an opportunity for organizations to benchmark their service management maturity against the industry standard; to assess IT service management competency and maturity; and, most importantly, to prioritize and obtain guidance regarding IT service management processes, technologies, staffing, and other related investment decisions.

These studies enable organizations to answer the following questions:

  • How mature is the organization in its ability to leverage service management capabilities to drive value and innovation
  • What are the most common practices among high achievers that result in better integration in the organization
  • What is the focus of IT service management in thriving versus surviving organizations

"As the industry demands IT management organizations to achieve more than meeting minimum requirements, organizations need to improve their service management maturity to address a range of vision, business, process, people, and technology requirements," says Bill Keyworth, adjunct research advisor with IDC's Research Network. "This benchmark study, together with IDC's Service Management MaturityScape framework, guides organizations to better deliver IT services that are capable of driving technology optimization and innovation."

Table of Contents

IDC Opinion

In This Study

Situation Overview

  • Service Management Maturity Stages
  • Service Management MaturityScape Dimensions
  • The Value of Investing in Improving Service Management Maturity

Future Outlook

Essential Guidance

  • Vision
  • Business
  • Process
  • People
  • Technology

Learn More

  • Related Research
  • Appendix
  • Methodology
    • Survey Respondent Segmentation
  • Synopsis

List of Tables

  • Table: Top 5 Traits of Thrivers' Service Management

List of Figures

  • Figure: Service Management Maturity Distribution Across Stages
  • Figure: Service Management Individual Dimensions Maturity Distribution Dashboard
  • Figure: Comparison of Service Management Maturity between Survivors and Thrivers Dashboard
  • Figure: IDC's MaturityScape: Service Management Stages
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