InformationWeek：2024制造业IT服务管理（ITSM）现状报告（英文版）（9页）.pdf

1、STATE OF ITSM IN MANUFACTURINGINFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURING1|2|3|4|5|6|7|8|9Executive SummaryAs the manufacturing industry accelerates out of post-pandemic doldrums and works to build more resilient supply chains,digital transformation and IT modernization stand at the f

2、orefront of their strategic action in the coming year.Manufacturers must understand that as they add these new technologies theyll also need to update their IT Service Management(ITSM)function to maintain high service levels supporting their ever-growing bench of mission-critical IT systems and user

3、s.Data from InformationWeeks State of ITSM in Manufacturing Report shows that while manufacturers are making great progress on maturing their ITSM systems and processes,theyll soon face headwinds if they dont digitally transform ITSM the way they are on their factory floors.The survey shows that man

4、ufacturers run lean ITSM teams,and handle increasing numbers of IT tickets by the day,but still process much of their work manually.INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURINGSome highlights from the study:Unique pressures and challenges facing manufacturing ITSM More than half have f

5、ewer than 10 systems administrators to support all of their IT systems and applications 44%of manufacturers say lack of resources/high ticket volumes are their top ITSM challenge 44%also cite excessive manual processing/insufficient automation as their top challengeMounting ticket volumes and manual

6、 work plague manufacturing 1 in 3 manufacturers handle more than 1,000 IT tickets per month 44%say they do many of the most common ITSM tasks completely manually 24%of manufacturers do not have an end-user self-service portal Of those that do have self-service,only a third say their portal is effect

7、ive Opportunities for ITSM modernization abound 84%of manufacturers say they do not have very high maturity in ITSM with best-in-class service delivery 51%say the last tech refresh they did in ITSM was five or more years ago 59%of manufacturers say they lack the ability to manage all of their ITSM a

8、nd project management work in one place 56%of manufacturers dont have Project Portfolio Management in placeEnterprise Service Management(ESM)and emerging tech like artificial intelligence(AI)dominate future ITSM focus 56%of organizations say that digital transformation of ITSMincluding integration o

9、f data and workflow is critical in the next 12 to 24 months Only 8%of manufacturing organizations have conversational AI as part of their self-service offerings Another 36%use basic chat tied to a knowledge base 23%say they plan to expand their conversational AI capabilities 65%of manufacturers do n

10、ot have an ESM program in place 41%say ESM is a top trend in the coming two years1|2|3|4|5|6|7|8|9Excessive manual processing is a top challenge for 44%Nearly one-quarter do not have an end-user self-service portal84%do not have fully optimized best-in-class service deliveryINFORMATIONWEEK|TEAMDYNAM

11、IX|STATE OF ITSM IN MANUFACTURINGUnique Challenges Facing Manufacturing ITAccording to the National Association of Manufacturers,the use of advanced and emerging technology like artificial intelligence,automation,and analytics driven by IoT sensors and data lakes is the top trend for manufacturers t

12、oday.The rapid proliferation of mission-critical IoT systems on the factory floor and across the supply chainalong with increasing convergence of IT and operational technology(OT)networksstand at the backbone of manufacturers plans to deploy transformative emerging technology.The increased use of th

13、ese technologies in manufacturing facilities makes it possible for factories to become more efficient and cost-effective,while also generating revenue growth through new products and business models.However,these trends also put increasing pressure on the shoulders of IT staff to properly service eq

14、uipment and troubleshoot problems.They also raise the stakes on speedy ITSM delivery,as IT systems become more intricately tied up in manufacturers core mission of keeping factory processes continuously running.According to the InformationWeek survey,ITSM teams at manufacturing firms run relatively

15、lean.More than half of manufacturers have fewer than 10 systems admins to support all of their IT systems/applications.Given the team sizes,the movement toward Industry 4.0 through digital expansion and growing IT/OT convergence is naturally increasing the workload on this limited pool of ITSM staff

16、ers.Its also raising operational and cybersecurity risks across the board for manufacturers.These pressures are reflected in the top IT issues named by survey respondents.Figure 2Time Spent on Repetitive Tasks How much time does your IT team spend on repetitive requests(e.g.,onboarding/offboarding,n

17、ame change updates)?Figure 1IT Service Management Top Challenges When it comes to IT Service Management,what are your top challenges?1|2|3|4|5|6|7|8|9Note:Maximum of three responses allowed Data:InformationWeek survey of 70 manufacturing respondents,January 2023Lack of resources/high ticket volumesE

18、xcessive manual processing/insufficient automationPoor visibility to key metricsDifficulty driving self-service adoptionHeavy reliance on IT to administer the systemShowing value to the organizationIntegration and workflow44%37%36%44%36%26%26%23%34%32%7%4%Data:InformationWeek survey of 70 manufactur

19、ing respondents,January 2023 Fewer than 2 hours per week 2 to 5 hours per week 5 to 10 hours per week 10 to 20 hours per week More than 20 hours per week INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURINGIn the face of growing ransomware attacks against manufacturers and risks to operational

20、 equipment through IT breaches,its no surprise that security and compliance are the top concerns keeping manufacturing IT leaders up at night.However,these pressures are also mounting in tandem with logistical issues that include budget pressures,resource constraints,and project backlog.When you com

21、bine those with other concerns like the need to have data integrity,modernization,and digital transformation,a lot of those issues can be tied to inefficiencies in the ITSM function.These inefficiencies are caused by some of the biggest ITSM challenges faced by survey respondents today.Their respons

22、e for the No.1 challenge in ITSM came up as a tie.“Lack of resources/high ticket volumes”was in a dead heat with“excessive manual processing/insufficient automation”(Figure 1).In both instances,44%of respondents said this was one of their top challenges.Ticket Volumes Mount and Are Handled ManuallyE

23、ven as they contend with minimal staffing resources,manufacturers must manage an avalanche of applications and ever-mounting ticket volumes.More than half of ITSM teams manage more than 50 applications.And that may not even reflect the full scope of their workload.With a growing backdrop of IoT sens

24、ors,connections to OT networks,and other systems in the manufacturers digital ecosystems that arent necessarily“applications,”theres a growing list of places from which tickets can emanate.Survey responses show that a third of organizations contend with over 1,000 tickets per month,while more than h

25、alf handle up to 1,000.A large number of those tickets are wrapped up in extremely repetitive tasks.Thirty-two percent of survey respondents say they and their teammates spend between 5 to 10 hours of their week on repetitive tasks or requests(Figure 2).Whats worse is many of them are completed manu

26、ally.Forty-four percent of organizations say they do tasks like user management,onboarding/offboarding,name change updates,and more without the use of automation.Another 44%have some 1|2|3|4|5|6|7|8|9Figure 312%44%44%Data:InformationWeek survey of 70 manufacturing respondents,January 2023 We do thes

27、e tasks manuall We have written some scripts and created APIs We are leveraging an integration and workflow (iPaaS)platformTask Automation Does your organization automate requests for user management,onboarding/offboarding,name change updates,etc.?INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFAC

28、TURINGautomation but must spend the time writing their own scripts and APIs to establish itcreating yet another internal product they must support and troubleshoot(Figure 3).The worst tasks that create job dissatisfaction within manufacturing ITSM teams and wreak havoc on their service levels are ma

29、nual password resets,credential management,and onboarding/offboarding(Figure 4).Fortunately,most manufacturers(69%)have an end-user portal for self-service to help deal with some of that ticket volume(Figure 5).However,only one-third of them would say that the portal is effectivedefined as both high

30、ly adopted and something that answers user questions well enough to limit IT help desk intervention(Figure 6).Uptime is critical in the manufacturing industry.Given this core business imperative for manufacturers and the growing ticket volumes illustrated above,its only natural that the top ITSM obj

31、ectives named by manufacturing IT leaders are centered squarely around productivity and resource capacity planning.These objectives are also connected to and partially drive the other two big objectives:data management and integrity,and automation of tasks.1|2|3|4|5|6|7|8|9 Figure 4Tasks That Contri

32、bute to Job Dissatisfaction What are the most common daily tasks that contribute to job dissatisfaction for you or your teammates?Note:Maximum of three responses allowed Data:InformationWeek survey of 70 manufacturing respondents,January 2023Password resets Managing credentials Onboarding/offboardin

33、g employees User/group management or active directory updates IT ticket cleanup Software provisioning Migration of data for new system implementation Ad hoc automation between various applicationsCleaning up data/data transformation Data cleansing/transformation Name change updates Point-to-point in

34、tegration work Building or managing APIs Script writing for automations Virtual machine management API creation 34%16%31%15%24%8%32%15%24%8%23%7%5%18%7%5%INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURINGData management and data integrity are key when thinking about the role of IoT sensors i

35、n automating factory systems and in making business,operational,and maintenance decisions.If IT cannot support the integrity of systems through rock-solid change management,that can have a huge cascading impact on data management.Meantime,automation of manual tasks is crucial to dealing with the top

36、 challenges in ITSM outlined here.Unfortunately,as well explain in the following section,if organizations want to automate more ITSM work and if they want to do resource capacity planning,theyre going to need a platform to support that.Big Opportunities for ITSM ModernizationThe good news is that th

37、e vast majority of manufacturers have at least some level of ITSM systems and processes in place.Only a very slim margin of them(3%)say theyre at low maturity with nothing in place.However,theres also definitely room for growth.Just 16%say they have very high maturity with best-in-class service deli

38、very for their IT functions(Figure 7).Manufacturers say they have the highest maturity in IT service desk organizational structure and change management.The areas that need the most improvement include enterprise data integration and project intake.The former is especially an opportunity for growth

39、as the lines between IT and other departmentslike operations and even financeare blurred through IT/OT convergence and digital transformation.This is pointing to a very real need for manufacturers to start modernizing their ITSM systems,as many challenges are exacerbated by frustrations caused by le

40、gacy systems.Our study shows that a majority(51%)of manufacturers say the last tech 1|2|3|4|5|6|7|8|9Figure 5Figure 6Figure 77%69%24%25%33%42%37%3%16%44%Data:InformationWeek survey of 70 manufacturing respondents,January 2023Data:InformationWeek survey of 70 manufacturing respondents,January 2023Dat

41、a:InformationWeek survey of 70 manufacturing respondents,January 2023 Yes No Dont Know Our portal is highly adopted for self-service and answers many user questions Our portal has been somewhat adopted Our portal is not being used effectively Very high maturity (fully optimized,best-in-class service

42、 delivery)High maturity (very automated,best practices in place)Moderately low(some processes and automation,but not much)Low maturity(very immature,nothing in place)Self-Service End-User Portal Do you have an end-user portal for self-service?Portal Effectiveness How would you rate the effectiveness

43、 of the portal?ITSM Maturity How confident are you in your overall IT Service Management(ITSM)maturity?INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURING1|2|3|4|5|6|7|8|9 Figure 8Best Practices Which of the following project management best practices and processes does your organization have

44、 in place today?Data:InformationWeek survey of 70 manufacturing respondents,January 2023We have a formal project intake,prioritization,and review process in place We engage in resource capacity planning/workload balancing Project Portfolio Management We can monitor project risk and set alerts We can

45、 manage all work in one platform 44%54%64%41%41%Figure 935%65%Data:InformationWeek survey of 70 manufacturing respondents,January 2023 Yes NoESM Program Do you have a broader Enterprise Service Management(ESM)program in place to leverage ITSM principles outside of IT?refresh they did in ITSM was fiv

46、e or more years ago.As a result,manual processes have calcified around the limitations of old systems and IT staffers are further burdened with the maintenance necessary just to keep their platform creaking along.For example,when IT workers want to respond to changed technology or processes through

47、automation and formalized systems theyll need to add a form or a field to change a workflow in their ITSM platforms.In many instances,these older systems require deep technical resources to do something like that.The ITSM and project management team needs to program a form or a field into the proces

48、s,requiring coding and scripting capabilities and time to get them done.This kind of intensive work calls for a no-code or low-code platform that cuts through that skills barrier so anyone in the IT department can easily create a form,drag a new field,or otherwise upgrade the workflow based on chang

49、ing business needs.While most manufacturers today have project intake,prioritization,and review processes in place within their existing ITSM strategy,this is another area ripe for improvement through modernization.Even though this is the most-cited best practice already in place,36%of organizations

50、 still dont have it.Thats probably because some 59%of manufacturers say they lack the ability to manage all the workITSM and project managementon one platform.The same percentage say they dont have a place to monitor project risks,and approximately 56%dont have Project Portfolio Management(PPM)in pl

51、ace.When projects are bouncing back and forth between two different systems,it becomes a struggle to do resource capacity planning since no one can see all the work allocated to a group or individual.By modernizing their ITSM tools and going to a uniform platform,manufacturers will see these issues

52、start to dissipate and facilitate the service management functions to mature their underlying process(Figure 8).Its a good example of how maturity issues can stem from limitations in legacy ITSM systems.Future Forward:AI and ESMLooking into the coming year and beyond,the biggest ITSM trends that man

53、ufacturing IT leaders say will be critical for them are digital INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURING1|2|3|4|5|6|7|8|9transformation,leveraging predictive AI for proactive resolution,and expanding ITSM to other departments through ESM.On the AI front,one way manufacturers could

54、begin to utilize these kinds of emerging technologies is by bolstering their self-service functionality.As noted above,manufacturers rate their self-service effectiveness fairly low.Currently,only 8%of organizations have conversational AI as part of their self-service portal.But another 36%do use ba

55、sic chat tied to a knowledge base,and 23%say they plan to expand that in the next 18 months.This is an area ripe for improvement that could reap outsize benefits in reducing ticket volume pressure and improving user satisfaction.Meantime,ESM is still just an aspiration for the majority of manufactur

56、ers.Just 35%of manufacturers have an ESM program in place(Figure 9).However,many have targeted this as a place for growth.More than half of manufacturers say they use their ITSM solution in departments outside of IT,offering an indication of the opportunities for expansion with the right set of tool

57、ing(Figure 10).Well be exploring this topic in a future survey,so stay tuned for further insights.Survey Methodology InformationWeek conducted an online survey in January 2023 to explore trends in ITSM and ESM maturity within the manufacturing industry.The final data set is made up of 70 respondents

58、 who are involved in managing,staffing,or purchasing technologies for their organizations help desk,IT Service Management(ITSM),or Enterprise Service Management(ESM)at primarily North American manufacturing organizations.Titles of respondents include IT managers,IT group leaders,CIOs/CTOs,VPs of IT,

59、help desk/ITSM heads or managers,and managers or group leaders of ESM.Forty-six percent of respondents were from large companies with 1,000 or more employees,15%from companies with 100 to 999 employees,and 38%from companies with fewer than 100 employees.All work in the manufacturing industry.The sur

60、vey was conducted online.Respondents were recruited via email invitations to Informa Techs qualified database containing an embedded link to the survey.Informa Tech is a division of Informa,the parent company of InformationWeek,and Informa Tech research was responsible for all aspects of survey desi

61、gn,administration,data collection,and data analysis.These procedures were carried out in strict accordance with standard market research practices and existing U.S.privacy laws.Figure 1017%8%46%29%Data:InformationWeek survey of 70 manufacturing respondents,January 2023 We only use our ITSM platform

62、in IT We do,but only one other department is using our ticketing platform We deployed with ESM in 2 to 4 other departments We are embracing ESM in 5 or more departments Utilizing ITSM Outside of IT Does your organization utilize an ITSM solution in any departments outside of IT(e.g.,HR,marketing,facilities)to support ESM?