1、STATE OF ITSM IN MANUFACTURINGINFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURING1|2|3|4|5|6|7|8|9Executive SummaryAs the manufacturing industry accelerates out of post-pandemic doldrums and works to build more resilient supply chains,digital transformation and IT modernization stand at the f

2、orefront of their strategic action in the coming year.Manufacturers must understand that as they add these new technologies theyll also need to update their IT Service Management(ITSM)function to maintain high service levels supporting their ever-growing bench of mission-critical IT systems and user

3、s.Data from InformationWeeks State of ITSM in Manufacturing Report shows that while manufacturers are making great progress on maturing their ITSM systems and processes,theyll soon face headwinds if they dont digitally transform ITSM the way they are on their factory floors.The survey shows that man

4、ufacturers run lean ITSM teams,and handle increasing numbers of IT tickets by the day,but still process much of their work manually.INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN MANUFACTURINGSome highlights from the study:Unique pressures and challenges facing manufacturing ITSM More than half have f

5、ewer than 10 systems administrators to support all of their IT systems and applications 44%of manufacturers say lack of resources/high ticket volumes are their top ITSM challenge 44%also cite excessive manual processing/insufficient automation as their top challengeMounting ticket volumes and manual

6、 work plague manufacturing 1 in 3 manufacturers handle more than 1,000 IT tickets per month 44%say they do many of the most common ITSM tasks completely manually 24%of manufacturers do not have an end-user self-service portal Of those that do have self-service,only a third say their portal is effect