Published: May 5, 2019

HDI Report: Gov, Education, & Healthcare Lead All Industry Sectors In ITSM

HDI releases report showing that ITSM departments in government, education, and healthcare out-perform their peers in business.


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Toward More Mature ITSM: Meeting Demand In Education, Government, And Healthcare

COLUMBUS, Ohio - A research report from HDI about information technology in government, education, and healthcare finds that these sectors are ahead of all industry sectors when it comes to IT Service Management (ITSM) Maturity. The government, education, and healthcare sectors are under pressure to deliver in an environment of rapidly increasing technology spending. As a result, they must be efficient and effective with diminishing resources. The HDI report discovered that IT leaders in these sectors outperform their peers in maintaining IT Service Management maturity and efficiency. Click to tweet.

Andrew Graf, chief product strategist for TeamDynamix which commissioned the study, summarized the report at the 2019 HDI Conference. In the briefing, he cited an IDC forecast that worldwide spending on smart cities will increase over 17 percent in 2019 to $95.8 Billion. Further, in 2018 the federal government spent $96 billion on IT, and state and local government spent $103 billion. This trend exists in the education and healthcare sectors as well. Education technology spending will reach $252 Billion by 2020 as reported by IBIS Capital. Healthcare organizations also follow suit with a 22 percent increase in spending on transformational technologies by 2023 according to IDC.

To deal with this growth, HDI’s key findings state that government, education, and healthcare IT professionals will embrace process control and knowledge management as key strategies. The report looks at various aspects of ITIL and finds that within each category, these sectors are 30-60 percent more likely to have adopted process controls to improve efficiency. When comparing IT professionals in government, education, and healthcare against the overall population, these sectors are:

  • 60 percent more likely to embrace change management
  • 41 percent more likely to view self-service as a must-have technology
  • 65 percent more likely to leverage knowledge centered service (KCS)

“Our research in the IT Service Management space is extensive,” said Roy Atkinson, senior writer, and analyst at HDI. “Over the years, we have seen a trend towards improved adoption of knowledge management and Knowledge Centered Service (KCS). What we found interesting here is that education, government, and healthcare are leading the pack. These sectors are facing rapid expansion and adoption of new technology, which creates a need for more efficiency and expanded use of KCS and self-service portals.”

“The rapid influx of technology in these sectors will not slow down. In fact, all studies show that the pace of technology adoption and device proliferation will pick up speed. This places an immense strain on IT departments in government, education, and healthcare,” said Andrew Graf, chief product strategist at TeamDynamix. “Research tells us that the way to deal with this change is to improve process controls and to embrace self-service and knowledge management. Fortunately, this migration makes a significant positive impact very quickly.”

The TeamDynamix philosophy is to provide a single platform for IT Service Management and Project Portfolio Management. This means that resources can be allocated and viewed across the full spectrum of work assignments.

About TeamDynamix

TeamDynamix offers Service and Project Management together on a single cloud-based platform. TeamDynamix transforms IT from order taker to strategic innovator. Organizations in government, education, and healthcare leverage the solution to improve IT maturity, optimize resources, and deliver enhanced end-user service. TeamDynamix offers IT Service Management (ITSM), Project Portfolio Management (PPM), and Enterprise Service Management (ESM) together in one solution.  More at, @TDXBuzz, LinkedIn.