Unlocking Insights: Mason Advisory's 2024 Service Management & Sourcing trends and insights report
key fact
66% of organisations have outsourced at least one IT function, 82% of which are at least broadly satisfied with their provider.
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 has seen the largest percentage increase in Service Management tooling use over the last 12 months.
🤖 Almost half of organisations have deployed a Chatbot and/or Voicebot to provide support to colleagues.
🤹♂️ 42% of organisations utilise a partner to support and/or develop their Service Management tool.
⏲ 65% of organisations use time recording for at least Change activities.
⚠️ Almost a quarter of respondents experience at least 5 Major IT incidents on average each month.
The report is available as a free download via this Link or by clicking the image below.
How do the results compare to your organisation?
One of our Service Management expert’s, Chris Good would be happy to explain further, the finding and provide guidance on how to address any specific technology challenges / opportunities that your organisation is currently working through.
If this would be of benefit, email contact@masonadvisory.com to discuss further.
If you want to find out more about our services, click here.