ITIL Alignment Lags in U.S.

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ITIL Alignment Lags in U.S.
(March 5, 2008)

More than half of U.S. organizations have “engaged” with the best-practice framework for IT service delivery, but only 8 percent say they are aligned with it.

Fifty-nine percent of U.S. organizations have engaged with Information Technology Infrastructure Library (ITIL), but only 8 percent say they are aligned to the best-practice framework for IT service delivery, according to research by Dimension Data, an IT solutions and services provider. However, ITIL and other IT Service Management (ITSM) frameworks have broader acceptance in other parts of the world, with 66 percent of organizations outside the U.S. “engaging with” — i.e., evaluating, partially implementing or fully practicing — ITIL and 17 percent deeming themselves practitioners. The research included responses from 370 CIOs from 14 countries across five continents, with 100 U.S. CIOs participating.

Other common frameworks that U.S. organizations engaged with included Six Sigma (46 percent), Microsoft Operation Framework (38 percent), ISO (33 percent) and Total Quality Management (30 percent). Only 7 percent of U.S.

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