New research shows customers with more than one ITSM system are less likely to trust the IT service management consultants and implementers they have done business with.

Customers using multiple ITSM systems are less likely to trust the IT service management consultants and implementers with whom they have made transactions.

A new report from Xcession, based on a poll of 250 CTOs, CIOs and senior IT decision-makers, finds that customers with more than one IT system are less likely to trust their ITSMs.

At a time when so many enterprises are rightly focused on the bottom line and all the challenges generated by the pandemic, there is an urgent imperative to do more with less – especially in IT.

More than nine-in-ten IT decision-makers (92%) believe ITSM implementers are failing to meet the needs of customers, according to new research from specialist ITSM consultancy Xcession.

Research shows implementers tied to vendors sell too many licences or wrong software to customers in a market lacking transparency.

The findings highlight widespread dissatisfaction with current service levels, with more than half of IT decision-makers (55%) having changed or stopped working with their chosen implementer because of failure to deliver what they needed.

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.