itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey

Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark ORCID: (2009) itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey. Technical Report. University of Southern Queensland , Toowoomba, Australia. [Report]

PDF (Accepted Version)

Download (578kB)


This report provides a summary of responses from surveys related to adoption of Information Technology Service Management (ITSM) frameworks. The surveys were conducted at the itSMF National Conference in Sydney in 2009. Two surveys were conducted: the Corporate survey for organisations and the other for Consultants and Trainers. For the Corporate survey 65 responses were received but only eight for the Consultant and Trainers survey.
The responses for the Corporate survey 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. Priority has been given to implementing the service desk function, change management and incident management processes. Some of the processes in v3 which were not in v2 show low levels of awareness and adoption. Many organisations are also advanced in their implementation of Prince 2, Balanced Scorecard, ISO 9001, ISO/IEC 27001 (Information Security), Government standards and the Project Management Body of Knowledge (PMBOK). 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 higher than in previous years with many reporting as repeatable (level 2) and defined (level 3). 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. Almost one half believe ITSM has met or exceeded their expectations although many 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, clarification of roles and responsibilities, and improved IT service continuity.
Unfortunately, most of the consultants and trainers who attended the conference as delegates or exhibitors did not complete the questionnaire, therefore the analysis of the eight responses may not be representative and care should be exercised in interpreting the results. Generally, the views expressed by the Consultants echoed those of the Corporate respondents and confirmed the strong move towards ITIL V3, as well as growing interest in ISO/IEC 20000 certification. The success factors favoured by the Consultants varied compared to those of the Corporate respondents. Compared to the responses to the Corporate survey, the Consultants and Trainers gave a higher ranking to the importance of sufficient funding for ITSM initiatives and documentation and integration of processes. Another difference was in the Consultants’ perceptions of the effectiveness of ITSM wherein the Corporate respondents gave a more positive view that ITSM met or exceeded expectations. As for the benefits from ITSM, only two of the top benefits reported by the Consultants were in the top five in the Corporate survey.

Statistics for USQ ePrint 7875
Statistics for this ePrint Item
Item Type: Report (Technical Report)
Item Status: Live Archive
Additional Information: USQ publication.
Faculty/School / Institute/Centre: Historic - Faculty of Business - School of Information Systems (1 Apr 2007 - 31 Dec 2010)
Faculty/School / Institute/Centre: Historic - Faculty of Business - School of Information Systems (1 Apr 2007 - 31 Dec 2010)
Date Deposited: 25 Jun 2010 03:00
Last Modified: 02 Jul 2013 23:52
Uncontrolled Keywords: information technology service management, ITSM, IT infrastructure library, ITIL, IT service management, itSMF
Fields of Research (2008): 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objectives (2008): B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890205 Information Processing Services (incl. Data Entry and Capture)

Actions (login required)

View Item Archive Repository Staff Only