ITIL adoption in Australia: 2 years of itSMFA surveys and case studies

Abstract

To gather information related to the adoption of ITIL, surveys of delegates have been conducted at the itSMF Australia Conferences in 2005 and 2006. The survey in 2005 received 110 responses and in 2006, 79 responses. Over the past two years, IT Service Managers from the public and private sector have been interviewed to gain a deeper understanding of the benefits and challenges of improving IT service management through ITIL adoption. The presentation draws on the findings from 10 in-depth case studies, and compares the findings from the surveys. Information is presented to enable managers to benchmark their progress and approach against many other organisations. As well as presenting a broad snapshot of ITIL adoption from the surveys, the indepth interviews used in the case studies provide more detailed findings.