ITIL 3 will convert half the IT industry by 2010

Two thirds analyze service delivery data manually

The Information Technology Infrastructure Library (ITIL) platform version 3 will be in full operation in half of Australia's IT shops by 2010, according to a survey.

The survey, conducted by Compuware at the IT Service Management Forum in August this year, collected 145 responses from IT professionals responsible for service delivery in SMEs on their opinion of the ITIL framework.

It estimates 50 percent of respondents will implement all ITIL 3 components, while a further 19 percent will implement the Service Strategy element and an additional three percent will deploy the Continual Service Improvement framework.

IT help desk service management processes were used by 92 percent of respondents, while 73 percent have installed change management processes and 52 percent had installed formal service level management processes.

However, the cost of poor service was only quantified by 11 percent of respondents, despite claims by 79 percent that they measured performance levels by the price of infrastructure services, human resources and individual budgets.

Nearly a quarter (21 percent) of organisations do not monitor service improvement projects and about two thirds (64 percent) analyze service delivery data manually. Automated analysis methods were used by less than a quarter (20 percent) of responding organizations, while the Six Sigma methodology was employed by only nine percent.

Most respondents used formal SLA management (52 percent) across an average of three deliverables including performance, user, and business impact.

According to the survey, facets such as performance targets for end user experience, problem management, service performance, and IT service availability will increase by an average of 31 percent over the next three years.

Perth-based Saint John Of God Health Care IT service manager Russel McCarren, who has [[ArtID: 213508171|implemented the ITIL 3 framework]], said the strategy should be deployed based on individual business requirements.

"Find your own methodologies that are relevant to your business - we did not implement financial processes because we had a strong system in place, but we will need to hook it in with expenditure and services to meet version three," he says.

McCarren said ITIL's 10 processes are a stripped-down, best practice framework which apply to all IT organizations.

The SJOG ITIL roll out was driven by a lack of understanding between IT and the business which frustrated users and created an inefficient IT shop, and poor visibility into trends such as process changes, technology adoption and anomalies.

Paul Broderick, CEO for the Victorian State Revenue Office said the organization saved $2 million by implementing the ITIL framework back in 2002.

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