Numara Software Welcomes 2011 SDI Insights Report

New SDI report sponsored by Numara provides a real ‘state of the nation’ insight into the UK’s Service Desk Industry

London, UK., November 10, 2011 – Numara® Software, a global leader in service management, PC lifecycle management and mobile device management solutions for IT professionals, today congratulated the Service Desk Institute (SDI) for a job well done. The 2011 Insight Report draws upon a sample of 100 service desk professionals to provide a barometer of how they feel about the industry, their organization and the progression they are making as individuals.

Following in-depth interviews with each respondent, the report clearly highlights a mixed bag of opinions and perceptions; many are undoubtedly fuelled by current economic conditions, while others relate more to the relationship IT has with the business. One of the key trends highlighted by the Insights Report is that IT service managers currently feel a little under-valued with limited scope for career progression yet they are expected to do much more for their salary. At a time when IT service software vendors should be adopting a more collaborative approach towards resource-constrained customers, many of their service desk clients are feeling that the industry, and in particular their suppliers, are more concentrated on the next technology wave rather than listening to their immediate requirements.

Commenting on the report Marc Boggia, Director of Pre-Sales Engineering at Numara Software., said, "Of particular interest was the acceptance of the need to do more with less, especially in the context of potentially competing with outsourcers and the need to be 'competitive' from a cost and efficiency standpoint. We did note with interest the friction conveyed in the comments relating to technology push by the vendors, and also noted the requirements of IT to constantly change with the business and believe this suggests a need for a clearer back-to-basics approach supported with agile IT systems that deliver a clear business benefit."

Daniel Wood, Head of Research at SDI concludes ”This report reveals some fascinating findings about the  people who work in the ITSM industry. We would like to thank the people who contributed to this research for their open and candid responses. This allowed us to build a revealing document focusing specifically on those who are all too often overlooked by an industry which has a tendency to become unduly influenced by hype and marketing fanfare.” 

Numara believes this report highlights some real issues and potential concerns and therefore will be of interest to everybody managing service delivery teams, contractors, as well as UK vendors. The report is available for download exclusively from http://www.numarasoftware.co.uk/white-paper/?id=service-desk-insights/.

For more editorial information, please contact:
Andrew Smith
Director of Marketing, EMEA
andrew.smith@numarasoftware.com

About Numara Software
Founded in 1991, Numara® Software is a leading global provider of integrated IT Operations Management solutions.

Numara’s family of integrated products solve Endpoint Lifecycle Management, Mobile Device Management, Help Desk and Service Desk challenges for physical, virtual and mobile devices. All products are designed to simplify and optimize IT Operations Management. Numara’s product families include: Numara® Footprints, a family of on-premise solutions, and  Numara Track-it!, an IT Help Desk and Inventory solution. Numara Software collectively supports more than 50,000 customer sites, over 280,000 users and nearly 20 million IT assets worldwide. For more information, visit: www.numarasoftware.co.uk.

About The Service Desk Institute (SDI)
Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe’s only support network for IT service desk professionals, and its 800 organisation members span numerous industries.

Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the best practice standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community, through membership, training, conferences, events and its publication SupportWorld magazine. It also offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification audit programme.