ITILITIL Processes : Don’t know 2 2 2 Total 73 54 34 Fully….

Don’t know 2 2 2 Total 73 54 34 % Fully or Partially Implemented 44% 22% 41% itSMF 10 Implementation of ITIL processes (Implemented or In Progress) • The top 7 processes implemented or in progress include: – ITIL v2 Service Support processes of Incident, Problem, and Change Management ITIL v2 Service Delivery processes of Service Level Management (including Service Reporting) and IT Service Continuity Security Management 0 Incident Management Information Security Management Problem Management Service Level Management Change Management Service Reporting IT Service Continuity Management Service Asset and Configuration Mgmt Service Measurement Capacity Management Release and Deployment Management Knowledge Management Access Management Availability Management Service Catalogue Management Event Management Request Fulfilment Financial Management Supplier Management Service Validation and Testing Service Portfolio Management Transition Planning and Support Evaluation Strategy Generation Demand Management Fully implemented Partially implemented Project in progress 20 40 60 80 100 – – • ITIL v2 processes of Configuration, Capacity, Release, Availability and Financial Management seem to be either a lower priority or less well understood. • New ITIL v3 processes have low levels of implementation (as expected). itSMF Implementation of ITIL processes (In Progress) • In the top 9 most common processes currently being implemented, there are a number of processes related to managing the Business/IT relationship: – This includes Portfolio Mgmt., Catalogue Mgmt., SLM, Service Reporting, Financial Mgmt and Strategy Generation 0 Knowledge Management Service Portfolio Management Financial Management Information Security Management IT Service Continuity Management Service Catalogue Management Strategy Generation Service Level Management Service Reporting Service Asset and Configuration Mgmt Change Management Service Measurement Release and Deployment Management Supplier Management Incident Management Problem Management Availability Management Event Management Request Fulfilment Access Management Demand Management Capacity Management Service Validation and Testing Evaluation Transition Planning and Support 10 20 25 25 20 19 18 18 17 16 16 15 14 14 14 14 13 13 13 13 13 12 12 10 10 9 8 30 • In addition, there is a strong emphasis on Knowledge Management, Security and IT Service Continuity itSMF 11 Implementation of ITIL processes (Planned) • The top 9 process that are planned for future implementation also contain a number of processes related to managing the Business/ IT relationship: – This includes Demand Mgmt, Portfolio Mgmt.

And Strategy Generation 0 Demand Management Service Portfolio Management Capacity Management Availability Management Transition Planning and Support Strategy Generation Knowledge Management Release and Deployment Management Evaluation Supplier Management Service Asset and Configuration Mgmt Service Catalogue Management Service Validation and Testing Event Management Request Fulfilment Access Management IT Service Continuity Management Problem Management Financial Management Service Measurement Service Level Management Service Reporting Change Management Information Security Management Incident Management 10 20 30 37 35 30 30 29 29 28 27 27 26 25 25 24 23 22 22 22 21 20 19 19 18 18 16 13 40 • There are also a number of ITIL v2 processes that have been less well understood in Asia in the past, including Capacity, Availability and Release Management. • Knowledge Management also features strongly itSMF Implementation of ITSM Tools (Implemented or In Progress) 0 20 40 60 80 100 • Service Desk and Platform based monitoring are the two most common ITSM tools currently implemented: – 70% of respondents stated that they have fully or partially implemented a Service Desk, and 60% stated that they have fully or partially implemented monitoring Service Desk Platform based monitoring Configuration Management Database Identity & access mgmt for IT security Integrated event m onitoring & m gmt console Automated device discovery IT Dashboard Integrated IT & business dashboard Definitive Media Library (DML) Fully implemented Partially implemented Project in progress

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ITIL and ITIL Processes : Don't know 2 2 2 Total 73 54 34 Fully….

ITIL - ITIL Processes : Don't know 2 2 2 Total 73 54 34 Fully….

ITIL and ITIL Processes : Don't know 2 2 2 Total 73 54 34 Fully….

ITIL - ITIL Processes : Don't know 2 2 2 Total 73 54 34 Fully….

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