itSMF Australia 2005 Conference: Summary of ITIL Adoption Survey Responses

Abstract

[Abstract]: This report provides a summary of responses from a survey of ITIL adoption and benefits conducted at the itSMF National Conference in Brisbane. Many public sector organisations and private sector firms have adopted ITIL and are making substantial progress in implementing the framework. Although all the ITIL core functions and processes are being implemented by most of the respondents, priority has been given to implementing the service desk function and incident management process. Factors identified as most critical to successful ITIL implementation are senior management commitment and an effective ITIL champion. Important issues relate to the ability of IT staff to adapt to change, the quality of IT staff, and training for IT staff.