Wes Johnston EVP and COO Dimension Data

Across the globe, IT executives are taking a closer look at the merits of adopting IT Service Management (ITSM) best practice frameworks to improve their IT efforts, says a recent study commissioned by Dimension Data, a $3.8 billion leading IT solutions and services provider. The study targeted more than 370 CIOs from 14 countries across five continents. The results reflect the differences by region among CIOs who are still dealing with how to adequately capitalize on ITIL best practices.

In the U.S., 40% of CIOs from 100 enterprises overwhelmingly cited grass roots initiatives as the primary driver in their decision to evaluate and adopt an ITIL framework. The study showed that U.S. CIOs report business department initiatives as a secondary driver (20%) and regulatory compliance requirements as a third key driver (16%). In addition, U.S. CIOs were twice as likely as their EMEA counterparts to cite compliance as a strong motivator to evaluate and adopt IT Service Management, while only 5% of their APAC counterparts cited compliance as a motivator.
The survey shows increasing recognition for ITSM’s potential to align IT more tightly with the business’ strategic objectives, provide additional resources for innovation through more efficient dealing with routine tasks and facilitate communication by providing a common language.

When asked what the primary inhibitors are to the adoption of ITIL/ITSM best practices, U.S. CIOs overwhelmingly said that the costs associated with implementation – as well as the lack of resources to assess implementation readiness, training costs and certification – were principal obstacles. Based on worldwide responses, these restrictions were most keenly felt by U.S. CIOs compared to their EMEA and APAC counterparts.

“Getting the most from the ITIL framework is still top of mind with U.S. CIOs,” said Wes Johnston, EVP and COO, Dimension Data Americas. “Whenever an organization undertakes significant change to its people, processes or technology, analyzing the impact of that change is a key component in getting stakeholders to buy into the program.”

Other statistics from the report showcase the differences and similarities of CIOs across the globe:

•    30% of U.S. and APAC CIOs report a close link between innovation and IT efficiencies, while less than 20% of CIOs in EMEA believed that to be true. More than 20% of EMEA CIOs cited innovation as the best way to facilitate the alignment between IT and business departments.
•    In the U.S. and APAC, 30% of CIOs believe real business value is derived from ITIL when an organization develops an actionable roadmap for continuous process improvement based on ITIL best practices. In EMEA, 30% of CIOs queried are satisfied with the framework but need more explicit indicators or successes.
•    More than 50% of U.S. and EMEA-based CIOs believe that in order to retain strategic ownership and focus, IT must align to business and focus on key strategic needs of the organization.

Regional variations aside, the Dimension Data study confirms that CIOs around the globe demonstrate a growing recognition of the potential ITSM best practices (particularly ITIL) have to get IT functioning like a well-oiled machine and deliver real business benefits. However, some CIOs cite challenges with implementing ITIL due to the fact that much is open to interpretation, and often first-time ITIL implementations fall short. ITIL describes what best practices are, but doesn’t describe how to implement processes. CIOs in the U.S. are most comfortable undertaking ITIL initiatives when the result is an actionable roadmap based on ITIL suggestions.

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