ITIL v3 adoption surging in Australia: survey

Stephen Withers
Wednesday, 10 December 2008 09:23

IT Industry - Market

When it comes to the metrics needed to support ITIL-related activity, things aren't so rosy.

95 percent of surveyed Australian organisations currently have metrics for Service Operation, but only 18 to 31 percent have metrics for the other ITIL v3 components. Given that 31 percent was the minimum adoption level for the other components, many organisations are presumably flying blind.

And a worrying 67 percent of organisations currently collect their metrics using wholly or completely manual processes. If you're collecting data manually, there's a good chance that it will be late and incomplete.

The good news is that 80 percent expect to switch to automated processes within three years.

But the things being measured are not merely the traditional concerns of IT management.

"As organisations adopt new ITIL v3 components a range of new metrics will be required. Many of these relate far more to the business than to IT operations and will typically include financial management metrics, such as business impact and return on investment, and demand metrics," said Katanasho.

"As the number of these metrics multiplies organisations will have to become more efficient in collecting them. This is driving the need for automation - preferably with automated dashboards and reports."