Research from Gartner shows that 71% of IT risk data is being studied at the very top of the business hierarchy, and is being included as part of broader corporate governance strategies. The analyst says the impact of digital business and the publicity related to cyber-security are the catalysts behind risk becoming such a massive topic of discussion within businesses.
Service Desk’s must be mindful of the need to react to any IT-related issue that is attracting senior level attention as pressure to respond is likely to be driven down through the business. Currently, just 30% of business units are being consulted when building IT governance policies, but this figure has increased from 15% the previous year, meaning that engagement is likely to increase as interest in risk escalates.
The best preparation for Service Desks is to clearly define their own risk management policies and link them through to wider business considerations. ITIL is clearly a good starting point for building understanding, but the problem for many Service Desk’s is their software lacks the ability to incorporate risk management into their working practices.
The importance of risk is the reason why Sunrise ITSM was significantly upgraded to include IT Risk Management, allowing service desk and IT managers to expand horizon to include this crucial process. You can learn more about the risk management tools within Sunrise ITSM here.