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2005•University of Southern Queensland ePrints (University of Southern Queensland)Open access

Implementation of IT infrastructure library (ITIL) in Australia: progress and success factors

Aileen Cater‐Steel, Wui‐Gee Tan

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Abstract

[Abstract]: Despite the phenomenal popularity of ITIL as reported in IT practitioner magazines, there has been little academic research published to date about issues related to ITIL adoption and implementation. After reviewing current literature, this research provides preliminary findings from a survey conducted at the recent Australian itSMF conference. All 110 respondents have adopted ITIL, and ITIL implementation progress is associated with the staff size of the organisation and also the number of IT staff. Surprisingly, private sector firms are more advanced than public sector organisations in ITIL implementation. Less than one third of respondents are also implementing CobiT, and for these organisations, ITIL progress is further advanced than CobiT implementation. More than half the respondents are of the opinion that ITIL has met or exceeded their expectations.\n

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[Abstract]: Despite the phenomenal popularity of ITIL as reported in IT practitioner magazines, there has been little academic research published to date about issues related to ITIL adoption and implementation. After reviewing current literature, this research provides preliminary findings from a survey conducted at the recent Australian itSMF conference. All 110 respondents have adopted ITIL, and ITIL implementation progress is associated with the staff size of the organisation and also the number of IT staff. Surprisingly, private sector firms are more advanced than public sector organisations in ITIL implementation. Less than one third of respondents are also implementing CobiT, and for these organisations, ITIL progress is further advanced than CobiT implementation. More than half the respondents are of the opinion that ITIL has met or exceeded their expectations.\n

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Available abstract

[Abstract]: Despite the phenomenal popularity of ITIL as reported in IT practitioner magazines, there has been little academic research published to date about issues related to ITIL adoption and implementation. After reviewing current literature, this research provides preliminary findings from a survey conducted at the recent Australian itSMF conference. All 110 respondents have adopted ITIL, and ITIL implementation progress is associated with the staff size of the organisation and also the number of IT staff. Surprisingly, private sector firms are more advanced than public sector organisations in ITIL implementation. Less than one third of respondents are also implementing CobiT, and for these organisations, ITIL progress is further advanced than CobiT implementation. More than half the respondents are of the opinion that ITIL has met or exceeded their expectations.\n

Key concepts: Information Technology Infrastructure Library, Financial management for IT services, ITIL security management, IT portfolio management, COBIT, Capacity management, Business, Popularity

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