Press release

HDI Report Reveals That Government, Education, and Healthcare Are Leading All Industry Sectors in IT Service Management (ITSM) Maturity

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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
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Andrew Graf, chief product strategist for TeamDynamix
which commissioned the study, summarized the report at the 2019 HDI
. 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

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