Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark (2011) itSMF Australia 2010 Conference: summary report of ITSM standards and frameworks survey. Technical Report. University of Southern Queensland, Toowoomba, Australia.
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[Abstract]: This report provides a summary of responses from a survey conducted to explore adoption of Information Technology Service Management (ITSM) frameworks. The survey was conducted at the itSMF National Conference in Melbourne in 2010. The questionnaire comprised questions for Corporate respondents as well as Consultants and Trainers. In total, 71 responses were received, including 11 from consultants/trainers.
The responses came mainly from large organisations representing both the public and private sectors. The vast majority of organisations whose staff responded to the survey have adopted the IT Infrastructure Library (ITIL) and are making substantial progress in implementing this framework. Many organisations are also advanced in their implementation of Prince 2, Government standards, ISO 9001, Balanced Scorecard, and ISO/IEC 27001 (Information Security). In ITSM, priority has been given to implementing the service desk function, incident management and operations management processes. Some of the processes in ITIL V3 which were not in v2 show low levels of awareness and adoption. The strongest motivating factor to implement IT Service Management is to improve the focus on IT service. The maturity level of ITSM processes is generally rated the same as previous years with many reporting as repeatable (level 2) and defined (level 3). In terms of Green IT initiatives, there has been a substantial interest in virtualisation to reduce the number of servers. Most of the respondents have completed ITIL foundation training and many have also achieved intermediate and advanced qualifications. Commitment from senior management is identified as the most critical factor for successful ITSM implementation. About 40 percent believe ITSM has met or exceeded their expectations although one third stated it is too early to tell if ITSM has delivered benefits. There is strong consensus that the major benefit of ITSM is improved customer satisfaction. Many further benefits have been realised including improved response and resolution, and reduced cost per incident.
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|Item Type:||Report (Technical Report)|
|Publisher:||University of Southern Queensland|
|Item Status:||Live Archive|
|Additional Information (displayed to public):||USQ publication.|
|Depositing User:||Dr Aileen Cater-Steel|
|Faculty / Department / School:||Historic - Faculty of Business and Law - School of Information Systems|
|Date Deposited:||06 Apr 2011 04:15|
|Last Modified:||03 Jul 2013 00:35|
|Uncontrolled Keywords:||IT Service Management, ITIL, IT Infrastructure Library, IT Service Management Forum|
|Fields of Research (FoR):||08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management|
|Socio-Economic Objective (SEO):||B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified|
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