All the gear, no idea! Why tools alone cannot deliver trusted asset and configuration outcomes
In 2014 itSMF UK’s Problem Management Special Interest Group (Problem Management SIG) surveyed its membership about the state and perception of Problem Management within their organisations.
10 years later itSMF UK decided to find out what had changed in the problem management world over the last decade. Armed with the original questions and answers, Barry Corless, who wrote the 2014 research paper as chair of the former Problem Management special interest group, talked to representatives of member organisations to see what factors (if any) had moved on.
In 2026, in the same vein, itSMF UK members Pallab Dasgupta and Jonathan West of CGI picked up the challenge to write a similar paper in their chosen fields of Service Configuration Management and IT Asset Management, to see how these subjects are perceived by itSMF member organisations and explore the modern day challenges these topics bring todays ITSM environments.
We extend our thanks to all individuals who participated in this latest research.
Pallab Dasgupta and Jonathan West
Pallab Dasgupta (left) is a Senior Business Consultant and Jonathan West is a Service Advisory Consultant at CGI.