ITIL adoption surges, driven by ISO accreditation

ITIL adoption surges, driven by ISO accreditation

IT service management seen as improving business support

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ITIL adoption has significantly increased over the past twelve months, according to a study by Axios Systems.

More than a third (34%) of IT professionals have already adopted the ITIL framework, while another third (34%) plan to roll-out the framework within a year, the results of an international survey revealed.

This compares with the findings of a similar study by Axios last year which found that more than half of companies (57%) interviewed did not formally use the ITIL framework.

The IT service management (ITSM) company said the results revealed growing support for the ITIL Best Practice framework from both the IT community and board-level decision makers.

Respondents to the survey cited better business service from IT, process alignment and a higher level of customer satisfaction as the key drivers for the uptake of ITIL.

The survey, which interviewed 278 IT professionals from large and mid-sized enterprises in both public and private sector, found that the majority of respondents (70%) this year said that ITSM has improved the way IT supports the business.

It also showed a strong link between the adoption of ISO/IEC 20000 and ITIL. ISO/IEC 20000 is the industry standard specifically aimed at ITSM that describes an integrated set of management processes for the effective delivery of services to the business and its customers. Eighteen percent of this year’s respondents are accredited with ISO/IEC 20000, compared with just 2% last year, which emphasises the value that organisations are recognising in the best practice standard.

Axios claimed that awareness and adoption of ITIL has also increased after the recent launch of ITIL version 3 (ITILv3). "Many organisations are analysing their existing processes and for the ones who have relatively mature processes there has been a noticeable progression from a process-driven approach to a more service-orientated one."

Better business service from IT ranked above cost reduction as the principal driver behind increased adoption of ITIL, highlighting the increased integration of IT and business strategy.

Other drivers included better process alignment, service desk consolidation and increased customer satisfaction. Respondents stated that there was a significant need to bring people, processes and technology closer and 89% said ITIL, with the ISO/IEC accreditation as the backdrop, was a key enabling tool.

Tasos Symeonides, founder and CEO, Axios Systems, said, "IT professionals have recognised the value that ITIL and ISO/IEC 20000 can bring in aligning them more closely to the business."


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