Unlocking Insights: Mason Advisory's 2024 Service Management and Sourcing trends report

In July, we conducted an online survey to gather feedback from client organisations, aiming to gain a clearer understanding of their needs, expectations, and satisfaction within the Service Management and Sourcing sectors.

The responses have provided valuable statistics and insights, revealing trends across various industries. We have compiled this data into a comprehensive report, enriched with Mason Advisory’s expert analysis. The report includes actionable recommendations for enhancing operations, reducing costs, improving employee experiences, and managing risks.

Some statistics include:

🏃‍♀️ 66% of organisations have outsourced at least one IT function, 82% of which are at least broadly satisfied with their provider.
🛠 Halo ITSM tool has seen the largest percentage increase in use over the last 12 months.
🤖 Almost half of organisations have chatbot and/or voicebot in place
🤹‍♂️ 39% of organisations manage their Service Management tool wholly via internal resources.
⏲ 64.8% of organisations use time recording for at least change-related activities.
⚠️ Almost a quarter of respondents experience upwards of 5 Major IT incidents on average each month.

Plus many more findings and insights.

The report is available as a free download via this link or the click the image below to access the full report

How are our findings aligned to your organisation?

Our Service Management and Sourcing experts would be happy to discuss further, whether you are seeking guidance on navigating a challenge your organisation is currently facing or wish to discuss the contents more broadly.

If this would be of benefit, email contact@masonadvisory.com to discuss further.

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