Section 3 Processes aren’t running as they should IT leaders understand the critical role processes play in underpinning business performance in the digital world, and the appetite to use those processes as a lever for value is strong. But enthusiasm doesn’t necessarily translate into action. The reality is many businesses are struggling with sub-optimal processes, both within and across enterprise functions and departments. Improvements are proving elusive. On average, only one in two business-critical processes within the IT department are seen as fully optimized. That means around half of processes like IT service management or incident response are running in a sub-optimal way. And of course, there’s a high chance the 55% of processes that are seen as fully optimized could still be improved. Leaders’ perceptions of process performance within their departments don’t necessarily re昀氀ect the on-the-ground reality. Business-critical processes within IT 45% Sub-optimal 55% Fully optimized A question of process perception Only 53% of IT leaders in DACH consider more than half of their departmental processes to be fully optimized, compared with 75% in the rest of EMEA and 70% in the US. This may indicate process optimization is more advanced in some markets, or it may simply indicate a difference in how process effectiveness is perceived in these regions. The Process Era is Here: IT Edition 8