The IT service management (ITSM) community has been stepping up its collection of performance data from customer estates, but most providers have not taken the additional step from data collection to data-driven automation, according to a new study by ITSM platform specialist LOGICnow (recently acquired by SolarWinds MSP).
While LOGICnow found only a few IT service providers (8 percent) have put in place automated processes for transforming data into actionable recommendations, those few are seeing dramatic results: 38 percent have at least doubled their client servicing capacity, 72 percent say they can now service customers with more complex IT estates and more than one-quarter have entirely automated their managed security services. Twenty-one percent of the group say they have already gotten at least 100 percent return on their investment, and 47 percent of that group say they will experience 100 percent or more ROI within two years. (See infographic at the end of this article.)
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