Evergreen Systems Surveys

Developing the Business Value of ITIL® Survey Results

Download the Business Value of ITIL Survey Results.

This survey on developing the business value of ITIL was taken from One hundred (100) IT executives from 90 companies gathered at the September itSMF National Conference. It revealed that although the organizations are clearly focused on their ITIL priorities (service quality and delivery) and their top ITIL initiatives (CMDB, Incident and Problem Management, Service Catalog and Change and Release Management), most are still stumbling over the challenge of quantifying and articulating the value of these initiatives to the business.

Recommendations from the survey include analysis and re-engineering of key workflows with concurrent calculations on value contribution, including efficiency and labor savings, as well as risk reduction. Final conclusions include the finding that although enterprises are more focused than ever on exactly which initiatives are being targeted, much work still needs to be done on workflow analysis and metrics with ROI calculation to prove the value of ITIL initiatives to the business.

2006 Q3 Change Management Survey Results

Download the 2006 Q3 Change Mangement Survey Results.

Results from surveys filled out by participants at several regional ITSMF conferences have been tabulated and a white paper analysis of these surveys can be obtained at the link above. Key findings of the survey include the following:

The top 3 business drivers for the improvement of Change Management are service quality, efficiency and cost reduction, with service quality leading at 67%.
More than 36% of respondents say that they are using ITIL best practices to re-engineer an end-to-end enterprise Change Management strategy.
Almost 48% of respondents are using Change Management today to plan and execute release management.
More than 58% of respondents define Change Management as a single, enterprise-wide IT Change Management and policy system.

North American ITIL Maturity Benchmark Study

This 2006 study of 127 IT managers from 108 Fortune 500 companies surveyed how these companies:

Gauge their degree of commitment to ITIL
Analyze the barriers to ITIL adoption
Assess current operational maturity levels
Are developing ITIL directions for the year ahead

These companies represent a range of industries, and the study provides an analysis of the overall market trends shaping the future direction of iTIL.

Key findings address:

How many respondents have budgeted and approved ITIL projects
What ITIL practices are pointed to as the top business drivers
What the biggest barriers are to ITIL adoption
How many companies have a published ITIL strategy
How many companies are working on re-engineering IT service delivery
Who the leading vendors are for service center technologies
How many companies are running ITIL programs in a vacuum

Evergreen ITAM Benchmark Assessment

Download the ITAM survey results for the Financial Sector.

This 2005 study surveyed 145 managers, directors and executives from more than 98 companies, organizations and institutions and gauged their:

Degree of commitment to focus on enterprise IT asset management.
Assess current operational maturity levels in relation to asset management.
Identify which data available through ITAM programs is being leveraged for business benefit.
Determine the understanding of and alignment with a Configuration Management Database (CMDB) strategy.

Key findings include:

Although ITAM topics are not typically 'hot' topics, more than 90% of respondents have funded ITAM projects.
Cost savings is the clear leader in terms of business drivers.
ITAM programs with effective planning clearly garner high-level support.
40% of respondents are still struggling with a large number (seven or more) of data asset repositories.
52% of respondents report that the goal of their asset management program is to develop a CMDB, but survey data suggests there is very limited understanding about what an active CMDB requires.

Other Resources