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News < Back Sarbanes Oxley : Technology : Security More Than Half of U.S. Organizations Have Engaged with ITIL Only 8% of U.S. Respondents Declare Themselves Aligned to the ITIL Framework
ITIL and other IT Service Management (ITSM) frameworks seem to have broader acceptance in other parts of the world, with 66% of organizations outside the U.S. engaging with – i.e., evaluating, partially implementing or fully practicing – ITIL and 17% dubbing themselves practitioners. The research included responses from 370 CIOs from 14 countries across five continents, with 100 U.S. CIOs participating. “By implementing these best practices, organizations can establish consistent, comprehensive and repeatable processes that help reap greater operational efficiencies,” said Wes Johnston, EVP and COO, Dimension Data Americas. “Frameworks such as ITIL can act as vehicles that enable organizations to optimize resources and save time and money – especially during periods of economic uncertainty.” Other common frameworks that U.S. organizations engaged with included Six Sigma (46%), Microsoft Operation Framework (38%), ISO (33%) and Total Quality Management (30%). Only 7% of U.S. firms surveyed reported engaging with project management methodology PRINCE2, compared with 28% globally. Weighing Advantages and Drawbacks American CIOs cited the need to align information technology with business processes, formalize existing operating procedures and describe actionable steps for efficient IT systems management as top reasons for ITIL and ITSM best practices adoption – reasons that are consistent with global priorities. Primary inhibitors for U.S. and global firms included costs associated with training, certification and implementation, as well as a lack of internal resources to evaluate implementation readiness. CIOs looking to implement ITIL and other best practices might also consider the following: • Proven advantages – 85% of U.S. respondents said that ITIL and ITSM best practices had either the actual or potential ability to help optimize existing business practices. • Room for improvement – When asked how best practices might improve so as to gain more traction, 31% of U.S. CIOs felt the frameworks needed to be more actionable, and 25% advised they be more flexible. Globally, these were also the top two responses, at 26% and 24% respectively. • Best practices: Best for innovation? – 40% of U.S. respondents think that ITIL facilitates innovation by providing more efficient ways to deal with routine tasks, and 25% tout its ability to drive innovation by providing common technology for businesses and IT departments. Only 5% thought the frameworks stifle innovation by being too prescriptive. “Based on our findings, organizations are becoming increasingly adept at recognizing when and how to apply ITSM best practices,” Johnston said. “Due to ITSM’s ability to create greater strategic alignment between IT and business objectives, an increasing number of companies are citing its benefits and experiencing greater success with mission-critical processes.” Dimension Data plc (LSE:DDT), a global managed services provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact center technologies and its unique skills in consulting, integration and managed services to create customized client solutions. Our deep understanding of the managed services market, backed by over two decades’ experience, enables us to deliver services that enable our clients to improve efficiencies and enhance their competitiveness. For more results from this study 
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