In an HDI report commissioned by Business Name and released earlier this year, three verticals and their approaches to IT service management (ITSM) practices and processes were examined. It was discovered that the three verticals of education, government, and healthcare, often surpass their private industry counterparts in overall performance in spite of budget constraints and the increased volume of services provided.
If we look at performance in terms of the percentage of tickets resolved within service level agreement or operational level agreement (SLA/OLA) targets, we can see that they’re exceeding the industry overall, as demonstrated by the percentage of organizations achieving 81-100% levels.1
How are the support organizations in these verticals excelling? In part, it’s due to the adoption of service management practices and taking a more mature approach to IT service management compared with their peers in other industries. More than three-quarters of the organizations in our focus verticals identify ITIL as the framework they’ve adopt ed versus 55% of organizations2 in the industry overall.
ITIL isn’t necessarily the best or only framework for service management; it is, however, the most widely adopted. Education, government, and healthcare organizations outperform the industry overall at the level of specific ITIL processes, as well. Education is noteworthy for lower adoption rates in four process areas, but even then, only by a slim margin.
All these statistics boil down to this: IT (specifically ITSM and support) in education, government, and healthcare is able to keep up with increasing demand because of the relatively high adoption of widely accepted good practices, such as those found in the ITIL framework. In this regard, they’re more mature than many of their private sector counterparts.
You can get a copy of the full report here.