Survey: ITSM Needs to Pick Up Mindshare

Large IT shops are more likely to be implementing IT Infrastructure Library (ITIL) standards than smaller or medium-sized organizations, a recent survey by TechRepublic reveals.

But the Web-based survey shows that even in large organizations -- defined as those with 500 or more employees -- fewer than one in four IT managers are familiar with ITIL standards.

ITIL is a body of documentation describing best practices for achieving optimum IT Service Management.

The survey results were unveiled by TechRepublic Vice President Bob Artner in his opening keynote speech at this week's IT Service Management Forum (itSMF) USA Conference and Expo in St. Louis. TechRepublic is a CNET Networks site providing news and information to technology professionals.

ITIL and ITSM, popular for some time in Europe, are gaining ground in the U.S. But Artner says the survey results show ''there is room for improvement.''

According to the survey, which drew more than 1,800 respondents, 24.1 percent of IT managers at large organizations are familiar with ITIL standards, compared to 17.4 percent of IT managers at small- and medium-sized organizations.

''There is good news,'' Artner says. ''Those who do know (ITIL), implement it.''

Of large organizations whose IT managers are familiar with ITIL, 44.3 percent apply ITIL standards to their IT operations. Among small- and medium-sized organizations, 25.9 percent of those familiar with ITIL use it.

The survey also questioned network administrators and support/help desk personnel in organizations of all sizes, and their responses seem to underscore the need for more best practices in these shops.

''IT departments are more skeptical of progress than their managers,'' Artner says. Specifically, he adds, they harbor reservations about how well IT changes are communicated and how well service-level agreements are used.

The itSMF is a global consortium of more than 1,000 international corporations dedicated to promoting IT best practices through use of the ITIL.

In other news from the show, Jupitermedia and itSMF USA announced a government-focused itSMF conference and expo next Feb. 2-7 in Washington, DC.