Nearly two thirds of IT professionals (64%) with an interest in the ITIL best practice framework believe that using the framework holds the key to improving IT's reputation, according to a global survey by IT service management firm Axios Systems.

The survey found that more organisations are looking to adopt the framework following the launch of ITIL v3, but the results also revealed that despite this growing interest many businesses still remain confused about the benefits of v3 and are unsure as to which version to use.


Based on findings from 255 IT professionals from global organisations that were surveyed by Axios at service management events around the world, the survey also revealed that an overwhelming majority of organisations (87%) now follow the ITIL guidelines, with one in three intending to adopt ITIL within a year and another third (36%) considering it.

Among the main reasons given for favouring its use, over two thirds of respondents (70%) see ITIL as a catalyst for meeting and improving service level agreements (SLAs). Other benefits included a reduction in maintenance time and costs, improved first line response, followed by and better internal communication. And the results reveal that ITIL is helping many organisations to meet their compliance requirements, including ISO/IEC 20 000, COBIT, and Sarbanes Oxley legislation in the US.

But the research also highlighted a lack of understanding in the market about the benefits of ITIL v3, with one third of respondents not planning to adopt the new version due to a lack of knowledge. Of those organisations without plans to adopt ITIL, almost one in three (30%) saw cost and time as the largest barriers to deployment.