itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey

This report provides a summary of responses from a survey conducted to explore adoption of Information Technology Service Management (ITSM) frameworks. The survey was conducted at the itSMF National Conference in Perth in 2011. The questionnaire comprised questions for Corporate respondents as well as Consultants and Trainers. In total, 28 responses were received, including eight from consultants. The responses 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. Many organisations are also advanced in their implementation of Prince 2, Government standards, ISO 9001, Balanced Scorecard, and ISO/IEC 27001 (Information Security). In ITSM, priority has been given to implementing the service desk function, IT operations management function, incident management process, change management process, and technical management function. Some of the processes in ITIL V3 which were not in v2 continue to show low levels of awareness and adoption. 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 lower compared to previous years with many reporting as initial (level 1). In terms of Green IT initiatives, there is progress in implementing policies to dispose of IT waste. 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. More than half believe ITSM has met or exceeded their expectations although one fifth stated it is too early to tell if ITSM has delivered benefits. There is strong consensus that the major benefit of ITSM is improved time to respond and resolve incidents. Many further benefits have been realised including coordinated organisation-wide IT service and customer satisfaction.