Global survey from LOGICnow shows that data-driven automation is imminent among IT service providers
Wed, 07/13/2016 - 13:00
DURHAM, North Carolina – July 13 2016 – LOGICnow, now a part of the SolarWinds family and still a global market leader in integrated cloud-based IT Service Management (ITSM) solutions, today announced the results of a global research study entitled “The value of data-driven automation to the ITSM community.” The results are based on a survey of over 350 ITSM companies across the US, UK, Europe and Asia Pacific. Results show that the ITSM community is on the cusp of a massive shift towards data-driven automation. This is fueled by the widespread recognition of its importance and commercial potential—and the fear of losing ground to early adopters who are already enjoying measurable commercial benefits.
According to the research, 44 percent of IT service providers and MSPs are already “data-driven” i.e. able to collect, store and act upon performance data drawn from their customers’ IT estates. However, automated processes to produce proactive recommendations and reactions based on this data are currently a step too far for all but eight percent.
The findings also highlight the quantified benefits that those few companies that are using automation are enjoying, including 38 percent seeing client servicing capacity at least double; 72 percent now able to service more complex IT estates; and 21 percent able to identify 100 percent or more ROI from automation.
Key findings from the new LOGICnow research include:
- 54 percent of IT service providers collect and store data on customers’ IT performance, 81 percent of whom are able to use the data to proactively improve service delivery.
- Yet only eight percent have put in place automated processes for transforming data into actionable recommendations.
- 21 percent of these early adopters have enjoyed 100 percent ROI or more; within two years, those experiencing 100 percent or more ROI is expected to rise to 47 percent.
Of those who have not yet deployed data-driven automation strategies (the 92 percent majority):
- Almost 75 percent believe that doing so will enable them to deliver a range of new services, while 49 percent believe that it is a route to offer more sophisticated services and win more business.
- 85 percent believe it will give them a competitive advantage, and 52 percent actively fear they will lose out to more advanced competition if they do not adopt automation.
- Six percent believe either late or no adoption will lead to them going out of business within two years.
“The need to collect and query customers’ IT performance data delivers a proven competitive advantage, regardless of the MSP’s size. Armed with this data, IT service providers have the power to investigate trends, pre-empt threats and deliver more thorough and proactive services,” said Alistair Forbes, Managing Director, SolarWinds MSP (former General Manager, LOGICnow). “However, the most powerful benefits of data use stem from automating the actions and recommendations, empowering engineers to escape routine tasks and focus on value-adding services. Every day that service providers spend not doing this enables their competition to surge further ahead. The industry is predicting a major shift: that data-driven automation will be the norm in less than two years. Considering the progress made so far and the benefits already seen, it is hard to disagree.”
The full report, “The value of data-driven automation to the ITSM community,” is available to download here.
About LOGICnow (Now a part of SolarWinds MSP)
LOGICnow® delivers the only 100% SaaS, fully cloud-based IT service management (ITSM) platform, backed by collective intelligence and the highest levels of layered security. LOGICnow’s MAX products including Risk Intelligence, Remote Management, Backup & Disaster Recovery, Mail and Service Desk – comprise the market’s most widely-trusted integrated solution. Deployed on over two million endpoints across 240,000 networks, the platform has the industry vision to define and deliver the future of the market. LOGICnow provides the most comprehensive IT security available as well as LOGICcards, the first ever IT notification feature powered by prescriptive analytics and machine learning. LOGICnow’s passion is helping IT professionals secure and manage their systems and data through actionable insights, rewriting the rules of IT. For more information, visit www.logicnow.com.
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