ITIL Change Management Maturity Benchmark Study
In Q2 2006 Evergreen conducted an ITIL Change Management Maturity Benchmark Study at a series of ITSMF Regional Conferences. One hundred (100) IT managers, directors and executives from 77 companies, organizations and institutions participated in the survey, designed to:
- Gauge the degree of commitment to the ITIL enterprise Change Management process, based on Change Management focus and key business drivers.
- Assess current operational maturity levels, considering the focus on ITIL, maturity of processes, and breadth of vision.
- Identify primary challenge areas and opportunities in the year ahead.
A very broad range of industries were represented, with the greatest participation from Health Care (27%), Financial Services (20%), Technology (10%) and Insurance (10%).
This paper provides an analysis of the overall market trends shaping the future direction of ITIL Change Management, based on survey data and our experience consulting in large, complex organizations.
Key Findings
- 67 % of respondents rated service quality as the top business driver for Change Management in their organizations. Cost reduction (40%) and efficiency (34%) rated second and third.
- More than half of respondents (52%) reported that their current ITIL direction was using ITIL best practices to re-engineer end-to-end IT service.
- 53% reported using only one Change Management application today.
- 49% said that they use a Change Management application as an IT workflow tool.
- 72% of respondents reported that 30% or more of their IT staff use a Change Management application in a normal work day.
- Almost half (48%) reported using Change Management to plan and execute Release Management activities.
- 39% integrate Change Management into their portfolio of project management tools today.
- 59% employs Change Management as a single, enterprise-wide IT Change Management Policy and system.
- Only 28% have a Change Assessment Board (CAB) review all planned changes prior to design.
- 40% reported that 26% or more of their changes were emergency, short notice changes.
- Fully 44% still use Change Management as an informal risk assessment process.