Dimension Data Survey Shows More than Half of U.S. Organizations Have Engaged with...

Dimension Data Survey Shows More than Half of U.S. Organizations Have Engaged
with ITIL
Only 8% of U.S. Respondents Declare Themselves Aligned to the ITIL Framework

NEW YORK, Feb. 28 /PRNewswire/ -- Fifty-nine percent of U.S. organizations
have engaged with Information Technology Infrastructure Library (ITIL), a best
practice framework for IT service delivery, according to research released
today by Dimension Data, a $3.8 billion leading IT solutions and services
provider. However, only 8% of respondents deemed themselves aligned to the
ITIL framework.
ITIL and other IT Service Management (ITSM) frameworks seem to have
broader acceptance in other parts of the world, with 66% of organizations
outside the U.S. engaging with -- i.e., evaluating, partially implementing or
fully practicing -- ITIL and 17% dubbing themselves practitioners. The
research included responses from 370 CIOs from 14 countries across five
continents, with 100 U.S. CIOs participating.
"By implementing these best practices, organizations can establish
consistent, comprehensive and repeatable processes that help reap greater
operational efficiencies," said Wes Johnston, EVP and COO, Dimension Data
Americas. "Frameworks such as ITIL can act as vehicles that enable
organizations to optimize resources and save time and money - especially
during periods of economic uncertainty."
Other common frameworks that U.S. organizations engaged with included Six
Sigma (46%), Microsoft Operation Framework (38%), ISO (33%) and Total Quality
Management (30%). Only 7% of U.S. firms surveyed reported engaging with
project management methodology PRINCE2, compared with 28% globally.
Weighing Advantages and Drawbacks
American CIOs cited the need to align information technology with business
processes, formalize existing operating procedures and describe actionable
steps for efficient IT systems management as top reasons for ITIL and ITSM
best practices adoption -- reasons that are consistent with global priorities.
Primary inhibitors for U.S. and global firms included costs associated with
training, certification and implementation, as well as a lack of internal
resources to evaluate implementation readiness.
CIOs looking to implement ITIL and other best practices might also
consider the following:
-- Proven advantages - 85% of U.S. respondents said that ITIL and ITSM
best practices had either the actual or potential ability to help
optimize existing business practices.

-- Room for improvement - When asked how best practices might improve so
as to gain more traction, 31% of U.S. CIOs felt the frameworks needed
to be more actionable, and 25% advised they be more flexible.
Globally, these were also the top two responses, at 26% and 24%
respectively.

-- Best practices: Best for innovation? - 40% of U.S. respondents think
that ITIL facilitates innovation by providing more efficient ways to
deal with routine tasks, and 25% tout its ability to drive innovation
by providing common technology for businesses and IT departments. Only
5% thought the frameworks stifle innovation by being too prescriptive.

"Based on our findings, organizations are becoming increasingly adept at
recognizing when and how to apply ITSM best practices," Johnston said. "Due
to ITSM's ability to create greater strategic alignment between IT and
business objectives, an increasing number of companies are citing its benefits
and experiencing greater success with mission-critical processes."
For more results from this study, go to
www.dimensiondata.com/howdoyoumanage

About Dimension Data
Dimension Data plc (LSE: DDT), a global managed services provider, helps
clients plan, build, support and manage their IT infrastructures. Dimension
Data applies its expertise in networking, security, operating environments,
storage and contact center technologies and its unique skills in consulting,
integration and managed services to create customized client solutions. Our
deep understanding of the managed services market, backed by over two decades'
experience, enables us to deliver services that enable our clients to improve
efficiencies and enhance their competitiveness.
Media Contacts:
Lisa Grimes Sara Scavongelli
Dimension Data Davies Murphy Group
(703) 217-2692 (781) 418-2431
lisa.grimes@us.didata.com ddna@daviesmurphy.com

SOURCE Dimension Data

Lisa Grimes of Dimension Data, +1-703-217-2692, lisa.grimes@us.didata.com; or
Sara Scavongelli of Davies Murphy Group for Dimension Data, +1-781-418-2431,
ddna@daviesmurphy.com