Risk? Survey Shows Information Technology Infrastructure Library (ITIL) Benefits Are Exclusive

Home Source: http://www.riskcenter.com/story.php?id=16186

According to a recent compass survey about the global adopter’s experience on ITIL framework inducts to the organization. The information is referring to Gregory Beat’s report.

The survey comprises 70 responses from executives with organizations from at least eleven different countries. Of the respondents, 82 percent started their ITIL implementation program at least eighteen months beforehand and should therefore be qualified o comment on their ITIL processes and the benefits that their ITIL program is delivering.

Respondents were asked to categorize the maturity of eight core ITIL processes which includes Incident, Change, Problem, Service Level, Continuity, Availability, Configuration and Capacity. The results from these responses (Established, Mature, and World Class) shows Incident Management (90%) to be the most mature and Capacity Management (35%) to be the least mature of ITIL processes. Of potential concern to executives is the finding that Configuration Management (40%), widely accepted as the underpinning of all other core ITIL processes, is regarded as less mature than almost all others.

Respondents were then asked to describe their level of confidence that their ITIL program is delivering tangible improvements in IT performance:
Unsurprisingly, respondents expressed a relatively high degree of confidence about 67% (Fully Confident 31%, Fairly Confident 36%), just 20% response Some Confidence and 13% feeling Little Confidence / Don’t know.

Interviewer then asked executives how well they measured the maturity of their ITIL processes. Only 4 percent of respondents felt able to say that all of their ITIL processes were fully measured for maturity, 28 percent for all ITIL processes some measured, and 55 percent felt able to say that some processes were some measures. About 13 percent were no measures for all ITIL processes.

Respondents were asked to define how well their organizations could measure the impact of process maturity on performance improvement. Surprisingly, only 9 percent of respondents (six out of seventy) felt able to say that the relationship was based on full measures, fully linking process maturity with performance. Seventy-two percent felt unable to acknowledge any linkage at all between process maturity and performance improvement.

As the result, what I can see this most adopter still standing on the ITIL induction, some adopter just start, some started for few months and no more adopter finished the whole processes on IT services improvement . Because the implementation process takes times typically, that represents on training, documentation, tools integration and such. As people take time to adapt the enterprise culture change as well. As a common sense one-size can not fit all the audiences on using the best-practice guidelines increase the efficiency of service management. Enterprise should establish a baseline on the performance improvement, and review it on schedule. Reduce the risk of failure. The benefits not appear to give results in terms of cost saving immediately; it will certainly bring about long-term business benefits.