itSMF Australia 2006 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 Sydney in 2006. 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, incident management and change management process. Factors identified as most critical to successful ITIL implementation are senior management commitment and an effective ITIL champion. Important issues relate to funding, involvement of business, change management and issues related to IT staff adaptability and training. Although half of respondents believed it is too early in their implementation to know if ITIL has met their expectations, various benefits have been realised including clarification of roles and responsibilities, improved response and resolution, improved customer satisfaction, and availability of systems and applications.