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Cost reduction is on the ‘to do’ list for a further 28 percent, while more technical areas such as security (12%), IT consolidation (18%), achieving ISO/IEC 20000 (11%), and understanding ITIL v3 (8%) are set to receive less attention.

The lack of Best Practices and standards; however, was perceived by IT helpdesk managers as their biggest challenge for 2007, with nearly one in three respondents putting it in the top spot. The research revealed that while nearly three-quarters (73%) of organizations have adopted ITIL, only 27 percent of respondents said that they were looking to become ISO/IEC 20000 Certified, making it harder for them to fully align their IT departments with their strategic business objectives. According to Axios Systems, by adopting standards such as ISO/IEC 20000 rather than relying solely on the guidelines of ITIL, organizations will be able to improve customer service, reduce costs, and be better equipped to align IT resources with the business.

Other key challenges envisioned for 2007 included gaining visibility of all IT assets (28%) and the lack of applicants with relevant skills (25%). It is not just applicants that appear to need better skills, however. Lack of education and skills training was also the managers’ main personal concern around their role within IT service management, topping the list at 37%. Improvements in staff levels, attitudes, and competency also made more than one in ten (11%) managers’ Christmas wish lists for their department. While increased budgets and resources (15%) and better processes (14%) were also important.

Outsourcing is also clearly on IT and helpdesk managers’ minds for next year, with more than one in five (22%) concerned about it personally, and 17 percent seeing it as a challenge to the organization as a whole. Equally the lack of appropriate technology is seen as a challenge to both the business (21%) and individual (14%), with a fifth (19%) concerned personally that the wrong technology is being deployed to meet targets.

Tasos Symeonides, CEO of Axios Systems, said, “This research shows that IT Help Desk Managers have a lot to think about as they plan for 2007. It is heartening to see that high quality customer service is going to be a top priority, but achieving this in the face of the budget and staffing issues highlighted by the survey will be difficult unless the correct processes and standards are put in place. IT helpdesk managers are right to see Best Practice as a core area to be addressed over the course of next year, as ITIL-based standards such as ISO/IEC20000 can have a big impact on all areas of the department and will help them address their concerns in an efficient and cost-effective manner.”

The research was conducted by Axios Systems at several leading ITSM events and was based on the responses of 240 IT Directors/CIOs and Help Desk Managers at leading European and International organizations across a variety of industries including energy and utilities, healthcare, manufacturing, financials services, high-tech, retail, and government.