Sixty Four Percent of Organizations are Implementing a Service Catalog within the Next Six Months


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IT departments are realizing the importance of a Service Catalog, but
overall businesses still need to be convinced

Herndon, Virginia,January 20, 2010 – Axios Systems
, the world’s leading independent provider of
IT Service Management (ITSM) solutions, including assyst
software, today reveals the
results of a global survey that shows the majority of organizations now see
the importance of a Service Catalog. A vast 64 percent of companies are
currently implementing, or looking to implement, one in the next six months,
while only a small percentage (3.6 percent) are not considering it at all.

Service Catalogs are seen as the method by which an organization can
demonstrate the value of its services, while also accelerating ITIL
maturity. Not implementing a Service Catalog can be detrimental to the
continual improvement of the organization. Gartner Research explains, “To
reduce costs in the business, IT organizations should develop an effective
IT service catalog to connect IT capabilities with business outcomes.”1

IT departments are recognizing the importance of a Service Catalog but are
still finding it difficult to convince businesses of their value. The
research indicates that 60 percent believe the decision makers within their
organizations still do not understand the full value that can be delivered
from a Service Catalog implementation.

According to the research, the majority (65 percent) of Service Catalog
projects started, or those that will start soon, have been driven by the IT
department, with just 24 percent being driven by the business. Only half (53
percent) of those surveyed believe they have a good understanding of what
customers expect from the services that are provided. This finding indicates
that, in order for a Service Catalog project to be a success, there is a
need for increased knowledge and research, and more dialog between IT and
service owners.

Ailsa Symeonides, Sales and Marketing Director at Axios Systems
, says, “Gaining buy-in from the business is
essential for a successful Service Catalog project. Axios
can help IT departments build a strong and
convincing business case around a Service Catalog implementation, which will
enable them to prove its value.”

Sharon Taylor, ITIL V3 Chief Architect, adds, “By helping the business
understand the benefits that will be derived by a Service Catalog
implementation, IT will be able to prove its value. The challenges of
implementing a Service Catalog project can be minimized if the IT department
and the business realize they are working together to reach the same end

The study was conducted in November and December 2009, and is based on over
1200 IT professionals from North America, Europe and Asia.

1 A Checklist for Cost Optimization, Publication Date: May 12, 2009/ID
Number: G00167576 – Gartner

About Axios Systems

Axios Systems is a leading provider of IT Service Management (ITSM)
solutions. Its customer-centric approach, combined with its award-winning
software, enables customers to improve their Service Delivery and Support
and deliver Continual Service Improvement (CSI) by helping to align and
realign IT services to changing business needs, supporting business
processes and improving productivity.

Benefiting from more than 20 years of development and investment around Best
Practice principles, Axios Systems’ core solution, assyst, built around a
market-leading Configuration Management Database (CMDB), intuitively steers
users through the ITIL (Information Technology Infrastructure Library)
processes which help organizations transition toward the next generation of
ITSM and Service Desks. assyst offers a unique lifecycle approach to ITSM
with the integration of all ITIL processes (including Incident, Capacity,
Problem, Change, Asset, Configuration and Service Level Management), twelve
of which have been verified by Pink Elephant’s PinkVERIFY service as
compatible with industry best practices (based on ITIL V3), in a fully
integrated, out-of-the-box application. It empowers management with a
dashboard-based transparent view of real-time performance against Service
Level Agreements (SLA), and Operations Level Agreements (OLA).

Implementing assyst into an organization optimizes IT infrastructure
efficiency, reduces overheads and lowers the total cost of IT ownership
(TCO), helping to ensure a significant return on investment (ROI) with rapid
time-to-value. Axios also offers a comprehensive set of consulting and
training services to support ITSM best practices in an organization.

Axios is headquartered in the UK, with offices across Europe, the Americas,
Middle East and Asia Pacific. Axios’ global presence is further strengthened
with a worldwide network of partners. For more information, visit: .

ITIL R is a Registered Trade Mark, and a Registered Community Trade Mark of
the Office of Government Commerce, and is registered in the U.S. Patent and
Trademark Office.

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