More than nine in ten IT decision-makers believe IT service management outfits are failing to meet the needs of customers, according to new research from specialist ITSM consultancy Xcession.
The findings highlight widespread dissatisfaction with current service levels, with more than half of IT decision-makers having changed or stopped working with their chosen implementer because of failure to deliver what they needed. Almost half suspect an implementer has sold them or is trying to sell them, more software licences than they require.
The research explored attitudes to the ITSM implementer market among 250 CTOs, CIOs and senior IT decision-makers from public and private sectors in the UK and Ireland.
