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ITIL and the Creation of Benefits: An Empirical Study on Benefits, Challenges and Processes

Dimension Value
  • Type of the Research Result
  • Empirical Study
    • Survey Results
  • Current Status of Development
  • Not specified
  • Number of Cases
  • Not Specified
  • Functional Area
  • Supporting Processes
    • Information Management
    • Other Supporting Processes
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Not Specified
  • Types of Customers of Value Bundles
  • Businesses
  • Industry Sector
  • Not Specified
  • Standardization
  • Multinational Standardization
    • Other

Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 503 firms was conducted to examine the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL.

This research result was described by Sanja Tumbas (13. August 2011 - 14:28)
This research result was last edited by Sanja Tumbas (16. December 2011 - 21:56)

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