ITIL adoption growing despite confusion

Despite growing adoption of the IT Infrastructure Library (ITIL), IT organisations are confused by which version of the best practice IT framework they should follow, a new survey out today has found.

A large majority (87 per cent) of UK, US or Australian IT professionals surveyed said they had already adopted ITIL. One in three organisations intended to adopt ITIL within a year and another third (36 per cent) are considering it.

Nearly two thirds (64 per cent) believed following ITIL was key to improving IT reputation, while more than two thirds (70 per cent) see it as a catalyst for meeting and improving service level agreements (SLAs).

Survey sponsor and helpdesk software provider Axios said more organisations are now looking to adopt the framework following the launch of the latest version, ITIL V3, in search of other benefits, including a reduction in maintenance time and costs, improved first line response, better internal communication and preparation for regulatory compliance.

But the research also showed there is still a lack of understanding in the market about the benefits of ITIL V3, with one third of respondents not planning to adopt the third version because they did not have enough knowledge about it to consider implementation.

Version 3 was released last June and reduced the previous version's nine books down to five, covering Service Strategies, Service Design, Service Transition, Service Operation and Continual Service Improvement areas. At its launch, ITIL chief architect Sharon Taylor said the new version is designed to offer more insight into how to manage the service lifecycle and offer value to the user.


Miya Knights

A 25-year veteran enterprise technology expert, Miya Knights applies her deep understanding of technology gained through her journalism career to both her role as a consultant and as director at Retail Technology Magazine, which she helped shape over the past 17 years. Miya was educated at Oxford University, earning a master’s degree in English.

Her role as a journalist has seen her write for many of the leading technology publishers in the UK such as ITPro, TechWeekEurope, CIO UK, Computer Weekly, and also a number of national newspapers including The Times, Independent, and Financial Times.