itSMF Australia 2007 Conference: summary of ITSM standards and frameworks survey responses

Abstract

[Abstract]: This report provides a summary of responses from a survey related to adoption of Information Technology Service Management (ITSM) framework. The survey was conducted at the itSMF National Conference in Melbourne in 2007. In total, 100 responses were received. The responses came from mainly large organisations representing both the public and private sectors. All the organisations who responded to the survey have adopted the IT Infrastructure Library (ITIL) and are making substantial progress in implementing this framework. Priority has been given to implementing the service desk function, incident management and change management processes. Many organisations are also implementing Prince 2, government standards and ISO9000. The strongest motivating factor to implement IT Service Management is to improve the focus on IT service. The maturity level of ITSM processes was generally rated as initial (level 1) or repeatable (level 2). Most of the respondents had completed ITIL foundation training. Many organisations intend to upgrade their ITIL version from two to three. Commitment from senior management is identified as the most critical factor for successful ITSM implementation. Although many stated it is too early to tell if ITSM has delivered benefits, one third believes ITIL has met or exceeded their expectations. There was strong consensus that the major benefit of ITSM is improved customer satisfaction. Many further benefits have been realised including improved response and resolution, clarification of roles and responsibilities, and coordinated IT service.