January 2007

Information Technology Infrastructure Library (ITIL)

Key Findings
The most popular component of ITIL is service management The adoption of ITIL is increasing due to growing interest among vendors as well as organizations. In October 2005, EXIN International, ITILs leading international certification organization, had administered approximately 170,000 ITIL certifications globally. The Asia-Pacific region is witnessing high growth rates in ITIL adoption. In 2005, ITIL adoption rates increased by 300 percent in Asia over 2004. The use of ITIL in Europe is well entrenched, however, in the US, adoption is growing gradually. Presently, ITIL faces several challenges, such as lack of integration with business objectives, cost and bulky presentation The trend of increasing ITIL adoption is expected to continue through 2008. n recent times, the systems management and helpdesk vendors have bandied around a term as if it will be the saving grace of organizations for the future ITIL (Source: ITIL It's Really Important, Like..., August 14, 2006, Clive Longbottom, Quocirca, IT Analysis) ITIL is a framework of best practices intended to accomplish the delivery of high quality IT services, essentially for IT Service Management (ITSM). ITIL helps in lending a service perspective to the otherwise technology-oriented culture prevalent in IT functions in an organization. Along with benefits such as cost savings, risk management and streamlining of IT operations, ITIL also faces several structural as well as implementation challenges. This report captures analysts perspectives, observations, and predictions for the use and utility of ITIL in the increasingly complex IT environments of the modern-day organizations.

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Information Technology Infrastructure Library (ITIL) Perspectives

ITIL Introduction and Evolution

Information Technology Infrastructure Library (ITIL) is a cohesive set of best practices, collected from public and private sector organizations worldwide. It is complemented by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools (Source: IT Infrastructure Library (ITIL), ITIL). ITIL was originally created by a UK government agency, Central Computer and Telecommunications Agency (CCTA) and is the most widely accepted approach to a number of IT functions, especially, IT Service Management (ITSM). According to Michael Disabato, an analyst with Burton Group, ITIL is a generic framework focused on service delivery instead of technology. It comprises 11 disciplines split into two core sets and helps in transforming IT from technology culture to service culture (Source: The IT Infrastructure Library: A Service Perspective, September 16, 2005, C. Michael Disabato, Burton Group). The ITIL framework comprises mainly of the following practices:

Main ITIL Practices

Although ITIL provides a comprehensive set of practices, the service management sets, i.e., service support and service delivery, are by far the most widely used, circulated, and understood ITIL publications. Clive Longbottom of Quocirca explains that ITIL in itself is not a product it can be best regarded as a set of best practices built upon knowledge of previous attempts of doing specific IT processes as well as how tools can automate and expedite these processes (Source: ITIL - It's Really Important, Like..., August 14,
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Information Technology Infrastructure Library (ITIL) Perspectives

2006, Clive Longbottom, Quocirca, IT Analysis). Disabato emphasizes that ITIL comprises best practices and not standards (Source: The IT Infrastructure Library: A Service Perspective, September 16, 2005, C. Michael Disabato, Burton Group). According to Enterprise Strategy Group, ITIL is a framework that has lots of associated supposed best practices that can be used to create Information Technology Service Management (ITSM). It is not intended to be the answer, but a center of common guidelines for overall ITSM and a host of best practices with the idea that one might share in the benefits of someone elses work (Source: Understanding ITIL (IT Infrastructure Library) and ITSM (IT Service Management), August 2006, Steve Duplessie, Enterprise Strategy Group). ITIL was developed as a set of practices in the UK during late 1980s and early 1990s, primarily as guidelines for the public sector. However, large private companies soon realized that there was value in adopting the main ITIL processes (Source: ITIL - It's Really Important, Like..., August 14, 2006, Clive Longbottom, Quocirca, IT Analysis). Datamonitor agrees that ITIL was developed in recognition of organizations growing dependency on IT to meet the corporate goals and business needs (Source: ITIL Initiatives Require Process Reengineering, Says Datamonitor, May 30, 2006, Datamonitor, Tekrati).

Benefits of ITIL
Clive Longbottom states that ITIL is important. He reasons that ITIL is based on plenty of empirical research in both the public and private sector, examining the effectiveness of various processes. It distils all of this into a set of common processes that a company can follow extensively or use as baselines for its own processes (Source: ITIL - It's Really Important, Like..., August 14, 2006, Clive Longbottom, Quocirca, IT Analysis) Michael Disabato gives the following reasons why enterprises need ITIL: ITIL aligns IT with enterprise business requirements ITIL focuses on customers perspective ITIL transforms IT from technology culture to service culture

(Source: The IT Infrastructure Library: A Service Perspective, September 16, 2005, C. Michael Disabato, Burton Group) According to Forrester, ITIL best practices can help enterprise IT groups to manage internal change in a better manner by focusing on preparation, benefits to affected personnel, and user involvement. Forresters Thomas Mendel estimates that, enterprises can expect to realize 20-30% operations cost savings as result of the efficiencies gained from ITIL adoption (Source: Business Service Management Required for Successful ITIL Adoption; Independent Research Firm tightly links BSM and ITIL Best Practices during recent Webcast, February 21, 2006, Forrester Research, Find Articles). Enterprise Management Associates believes that the promises of a successful ITIL implementation are among the holy grails of ITSM. These promises include the following: Improved operational efficiency Reduced risk from change

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Information Technology Infrastructure Library (ITIL) Perspectives

Faster problem resolution times Lower cost of IT services Better alignment between IT and the business

(Source: Mercury ITIL Foundation: Mapping ITIL To The Real World, July 2006, Enterprise Management Associates).

Drivers of ITIL
Clive Longbottom opines that ITIL has matured over the past two years. He believes that it is mainly due to the acceptance by the vendor community that commonality of approach to basic IT processes is a good thing (Source: ITIL - It's Really Important, Like..., August 14, 2006, Clive Longbottom, Quocirca, IT Analysis) According to Burton Group, the requirement for a proactive service environment which minimizes infrastructure failures is driving the adoption of the ITIL processes (Source: The IT Infrastructure Library: Supporting the Service Chain, Burton Group). Research undertaken by Datamonitor on the global enterprise adoption of ITIL initiatives reveals that mergers and acquisitions (M&A) are a principal catalyst driving enterprise ITIL-based implementations. Datamonitor reasons that corporate restructuring, which follows most M&A activities makes process changes inevitable and organizations consider service management - the public face of IT, as a reachable place to begin such changes (Source: ITIL Initiatives Require Process Reengineering, Says Datamonitor, May 30, 2006, Datamonitor, Tekrati).

ITIL Adoption
IT research firm Computer Economics observes that tracking the number of ITIL certifications on a yearly basis is a good way to measure the adoption of ITIL. In October 2005, EXIN International, ITILs leading international certification organization, had administered approximately 170,000 ITIL certifications globally. The number of vendors that are showing interest in ITIL is reflective of the increased adoption of ITIL. The increased number of vendors exhibiting at The IT Services Management Forum (itSMF) 2005 USA Conference and Expo, which was held in Chicago in September 2005, indicated that many major vendors expect ITIL to be widely accepted in the US. Products and services that have long been a mainstay in the IT shops are now being marketed as ITIL-based or ITIL-compliant (Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics). Over 500 registrants for a webinar conducted in February 2006 featuring Thomas Mendel from Forrester Research, validated that the ITIL adoption topic is on the top-of-mind for many enterprises today. In fact, according to Forrester Research, ITIL adoption by global companies with revenues greater than USD 1 billion has increased from 13 percent in 2005 to 20 percent in 2006, and this number is projected to increase to 60-70 percent by 2008 (Source: Business Service Management Required for Successful ITIL Adoption; Independent Research Firm tightly links BSM and ITIL Best Practices during recent Webcast, February 21, 2006, Forrester Research, Find Articles)

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Information Technology Infrastructure Library (ITIL) Perspectives

According to an IT management consulting report supported by BMC Software, ITIL adoption rate is currently over 35 percent. Ken Turbitt of BMC maintains that the adoption rate was definitely higher than expected. He adds, This proves ITIL really has become the de-facto standard. (Source: ITIL gains momentum, December 05, 2006, Ken Turbitt, BMC Software, IT Week). Research conducted by Freeform Dynamics revealed an interesting correlation which depicts that those in the market for IT support systems seem to place more emphasis on best practices such as ITIL than those who are currently not investing. There are probably two factors behind this, which are as follows: Organizations implementing ITIL or similar practices are more likely to uncover shortcomings in existing systems or identify a new systems requirement, which in turn drives them to prioritize investments. In the current market, whenever an organization starts looking at new systems, for whatever reason, they immediately run into a vendor community that puts ITIL compliance high on the list of selling points for their products. Dale Vile from Freeform Dynamics reasons that if one speaks to few vendors and all of them talk about ITIL, then there is a higher probability that one will end up adding ITIL to their list of selection criteria.

(Source: Taking ITIL mainstream, 15th August, 2006, Dale Vile, Freeform Dynamics, IT Analysis)

ITIL Adoption in the US

According to Computer Economics, despite the fact that many IT organizations in the US are still unclear about what ITIL is and what it can offer, the trend in certification exams indicates that the situation is changing (Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics). In order to gain understanding of the current state of ITIL adoption among US companies, Computer Economics conducted an informal survey on their website regarding the adoption of ITIL. The following figure denotes the results of this survey:

Current State of ITIL Adoption

(Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics)

Only six percent of the respondents indicated that their organization has adopted ITIL best practices to help manage at least one IT service discipline. About 12 percent of the companies polled indicated that they are
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Information Technology Infrastructure Library (ITIL) Perspectives

currently in the implementation process. Another 16 percent were researching the benefits of ITIL, while 11 percent indicated that they have no plans for it as yet. However, over 50 percent of the respondents indicated that they had not even heard of ITIL. Computer Economics believes that this clearly shows that advocates of ITIL still have much work to do in delivering their message to IT management in the US (Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics).

ITIL Adoption in Europe

Computer Economics believes that ITIL is well-entrenched in Europe and has been around for many years (Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics). In Europe, the UK and Germany lead in the adoption of ITIL, according to telecommunications research firm Market Clarity (Source: ITIL Adoption in Europe, December 07, 2006, Market Clarity, BMC Software). According to Forrester Research, UK-based Axios Systems was one of the first vendors to embrace the ITIL framework for service management. With service management as its sole focus and ITIL framework as its architectural model, Forrester believes that the company has created a robust tool set (Source: Axios Systems Provides ITIL-Based Service Desk Management For Larger Enterprises, February 17, 2006, Forrester Research). Forrester agrees that the ITIL concept is gaining significant traction with European enterprise IT groups. Most of the ITIL adopters have achieved the expected operational results in particular, better quality of delivery in IT operations despite common internal resistance to change that might have hindered or decelerated these outcomes (Source: Firms Must Take ITIL Beyond IT Operational Goals, March 14, 2006, Forrester Research). A survey conducted in 2006 by Market Clarity revealed that 70 percent of European large enterprises were aware of ITIL. Of this group, 56 percent had already implemented some element of ITIL within their business; about 77 percent of this group said that the implementation had met their expectations and 62 percent agreed to recommend ITIL to their peers (Source: ITIL Adoption in Europe, December 07, 2006, Market Clarity, BMC Software).

ITIL Adoption in the Asia-Pacific

Computer Economics highlighted that many Asian countries are adopting ITIL best practices, with India and Japan leading the charge. According to EXIN International, in 2005, ITIL adoption increased by 300 percent in Asia as compared to 2004 (Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics). Tay Kheng Tiong, the president of the IT Service Management Forums Singapore chapter, explains that the adoption of ITIL in Asia has so far been led by companies and countries that rely heavily on IT (Source: ITIL helps Asian companies keep pace with growth, October 20, 2006, Network World Asia). Tay Kheng Tiong states that 42 percent of companies in Singapore have adopted ITIL and a further 45 percent intend to adopt ITIL in the near future (Source: ITIL helps Asian companies keep pace with growth, October 20, 2006, Network World Asia). Kheng Tiong further added that Taiwan, South Korea, and China are the other markets where ITIL will be widely adopted in the future. In China, companies are looking at ITIL with the motive to establish business processes that can be scalable to keep pace with fast growth (Source: ITIL helps Asian companies keep pace with growth, October 20, 2006, Network World Asia). The following figure depicts the status of ITIL implementation in Australia in 2006 (as gathered from a recent IT Service Management Forum (itSMF) Australia conference):
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Information Technology Infrastructure Library (ITIL) Perspectives

ITIL Adoption Trend in Australia in 2006

(Source: IT Service Management Isn't Easy, November 21, 2006, IT Business Edge)

Perspectives on the Best Approach to ITIL Adoption

Forrester advices that ITIL adoption is best approached in small pieces, focusing first on the enterprises top one or two key business services and the Key Performance Indicators (KPIs) for them. The firm warns that one must avoid the trap of tools proliferation in support of ITIL adoption. Enterprises need only 3-5 tools (i.e., problem/incident management, change management, asset management/CMDB) with a Business Service Management (BSM) solution being a key to integrating these tools. Thomas Mendel of Forrester warned, ITIL is an enabler - do not become obsessed with it." He further added, "Only tools can provide effective automation so select tool(s) first, and then automate processes wherever possible. It's also critical that you measure your progress - define measurable process improvement criteria - and measure them before and after. (Source: Business Service Management Required for Successful ITIL Adoption; Independent Research Firm tightly links BSM and ITIL Best Practices during recent Webcast, February 21, 2006, Forrester Research, Find Articles). Computer Economics advocates that prior to the selection of products to support an ITIL initiative, organizations will be wise to make several team members to go through an accredited ITIL training program. Additionally, it may also be advisable to seek the advice of a consulting organization with experience in ITIL training or implementation. One must search for organizations that have ITIL masters on board. This is a common designation for those individuals that have achieved ITIL Service Manager Certification (Source: ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics). Based on a recent study, Freeform Dynamics believes that midsize organizations (200 to 5,000 employees) can actually perform better if they extract some of the key ideas of ITIL rather than trying to follow the books in-depth and aiming for full compliance (Source: Taking ITIL mainstream, 15th August, 2006, Dale Vile, Freeform Dynamics, IT Analysis). Forrester cautions that to get more value from service providers, CIOs need to push their partners to develop a more systematic advisory approach for calculating ITIL return on investment (ROI) and
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Information Technology Infrastructure Library (ITIL) Perspectives

preparing ITIL business justifications that covers the long-term benefits of implementation (Source: Firms Must Take ITIL Beyond IT Operational Goals, March 14, 2006, Forrester Research). According to Enterprise Management Associates, ITIL is just a starting point, its true value is realized only when it is applied with a thorough understanding of the business and a flexible set of tools for process implementation (Source: Mercury ITIL Foundation: Mapping ITIL To The Real World, July 2006, Enterprise Management Associates).

Challenges in ITIL Adoption

Structural Challenges
Enterprise Management Associates believe that there are few topics in IT today that generate more confusion than ITIL. The challenges of ITIL are daunting, however, ITIL provides only general guidance on what processes to implement, providing no advice as to how to implement them. While this approach gives ITIL the flexibility to work for a wide variety of industries and businesses, it also introduces a vagueness that makes it difficult to map ITIL processes to the real world (Source: Mercury ITIL Foundation: Mapping ITIL To The Real World, July 2006, Enterprise Management Associates). In an article published on Baseline, Ed Holub from Gartner was quoted as saying that ITIL is high-level and focuses on what should be done, but does not describe at a detailed level how to do it (Source: ITIL: 4 Experts Share Keys to Success, July 31, 2006, Baseline). Forrester observes that although firms generally perceive the IT organizational impact as positive, ITIL clearly lacks a connection with business performance. This issue may make business executives hesitant or even reluctant to support ITIL-related spending (Source: Firms Must Take ITIL Beyond IT Operational Goals, March 14, 2006, Forrester Research). Some analysts question the practical relevance of ITIL. Steve Duplessie of Enterprise Strategy Group reasons, You can have your bosss boss run around and tell everyone how your IT group is in the middle of ITIL certification, but its meaningless until you solve some more realistic problems. (Source: Understanding ITIL (IT Infrastructure Library) and ITSM (IT Service Management), August 2006, Steve Duplessie, Enterprise Strategy Group). Forrester notes that companies, which have already gone through a full implementation of ITIL processes have realized that, in fact, not all ITIL processes are of equal importance and value to them (Source: Not All ITIL Processes Are Created Equal, March 16, 2005, Forrester). According to James Governor of RedMonk, the reference material relating to ITIL are another challenge in ITIL adoption. He reasons that, the fact ITIL comes in a bunch of big books [is] a barrier enough, ... Who ever reads a bunch of documentation-style writing these days anyway? We want small chunks of relevant content. (Source: ITIL needs to lower its prices: On standards and barriers to entry, March 13, 2006, James Governer (Blog), RedMonk). The last update of ITIL occurred in 2000. This, according to Clive Longbottom of Quocirca, is another drawback of ITIL (Source: ITIL - It's Really Important, Like..., August 14, 2006, Clive Longbottom, Quocirca, IT Analysis).

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Information Technology Infrastructure Library (ITIL) Perspectives

Implementation Challenges
Jasmine Noel, an analyst with Ptak, Noel & Associates, comments that, ITIL has become the global standard of best practices in IT service, but it is not implemented without challenge. (Source: CA ACCELERATES MAINSTREAM ADOPTION OF ITIL, June 28, 2006, Ptak, Noel & Associates, CA) The attendees of the itSMF, Australia conference highlighted that, It isn't easy to implement ITIL or other efforts to improve IT services. The respondents cited the rapidly changing nature of IT goals and inherent complexity of service improvement as key challenges (Source: IT Service Management Isn't Easy, November 21, 2006, IT Business Edge). Tony Baer of Datamonitor agrees that the key challenges associated with ITIL are cultural and political resistance Cultural, because it attempts to drive people away from ingrained habits and political, because when processes are modified, responsibility, and authority may shift to different groups or entities on the organizational chart (Source: ITIL Part of 'Fresh Start' for Many Companies, June 09, 2006, Tony Baer, Datamonitor, IT Business Edge). Chip Gliedman of Forrester adds that the decision to adopt a formal process model for IT service management, such as the ITIL model, often seems to require a leap of faith (Source: ITIL Simulators Demonstrate The Value Of Process Models, September 01, 2006, Forrester Research).

Other Challenges
According to an IT management consulting report supported by BMC Software, in cases where IT directors are not deploying ITIL, the barriers to adoption often lie outside the IT department. According to a survey supported by BMC, over two-third of those who have not deployed ITIL said that increased awareness of ITIL outside the IT function, increased budget, and greater board level support were needed to eliminate the barriers to adoption (Source: ITIL gains momentum, December 05, 2006, BMC Software, IT Week). According to Dale Vile from Freeform Dynamics, one of the biggest challenges with ITIL is its accessibility for smaller organizations. Small organizations (less than 200 employees), who are poised for growth (and could actually benefit significantly from introducing an element of best practices), do not see the relevance of ITIL (Source: Taking ITIL mainstream, August 15, 2006, Dale Vile, Freeform Dynamics, IT Analysis). James Governor from RedMonk believes that along with bulkiness of content, cost is a significant barrier in the ITIL adoption (Source: ITIL needs to lower its prices: On standards and barriers to entry, March 13, 2006, James Governer (Blog), RedMonk).The Australian branch of the itSMF agrees that the most common investments for ITIL are hiring outside consultants and in-house resources devoted to process design and definition. Many organizations also spend additional funds on automation tools, such as configuration management databases or monitoring systems. Many Australian organizations that have fully implemented ITIL are already reported to have spent more than USD 77,960 (Source: ITIL Projects Can Be Costly, November 27, 2006, IT Business Edge).

Future of ITIL
According to Dale Vile, The bottom line is that IT service delivery best practices are destined for widespread adoption, but my own feeling is that beyond the current enterprise and public sector adopters, it will not be in the form of ITIL as it currently stands. As the two trends play outnamely the evolution of ITIL to make it more accessible to a broader audience, and the incorporation of best practice principles into tools and software packageswe will see incarnations of best practice frameworks and guidelines that are
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Information Technology Infrastructure Library (ITIL) Perspectives

far less daunting than the ones available today. (Source: Taking ITIL mainstream, August 15, 2006, Freeform Dynamics, IT Analysis) Forrester forecasts that widespread adoption of ITIL will continue through 2008; at that point, ITIL will be set to become the de-facto best practice service delivery standard methodology that every IT department will have to adhere to (Source: ITIL: Why it Matters, July 2006, Forrester, Computer World).

Areas of Analyst Agreements

Analysts unanimously agree that ITIL is beneficial to organizations since it leads to significant cost savings and helps in streamline operations. They also agree that ITIL adoption is growing all over the world and is likely to grow in the next few years. However, analysts believe that ITIL in its present form provides more of general guidance rather than specific guidelines which help in resolving real business issues. They also believe that one of the biggest challenges in ITIL adoption is the cultural resistance which accompanies it.

Areas of Analyst Disagreements

Analysts have various opinions on the best approach to ITIL implementation. Some emphasize a step-bystep approach, guided by the careful selection of tools, while others advocate the presence of accredited experts as the most important element of ITIL adoption. There also exists difference of opinion regarding the business aspect of ITIL; some analysts believe that ITIL aligns IT with enterprise business requirements, while others maintain that ITIL clearly lacks a connection with business performance. Analysts are also divided in their opinion regarding the current state of ITIL adoption in Europe. While some analysts believe that ITIL is well-established in Europe, others maintain that the concept is presently gaining traction among European large enterprises.

Consensus Opinion
Based on the different viewpoints of analysts, we believe that ITIL is poised for significant growth in the future. However, given the various perspectives on the challenges of ITIL adoption, we believe that the structure and content of the library is likely to undergo change. We also believe that in future, as technology continues to enable an increasing number of mid-sized businesses, the adoption of ITIL among this segment will also show significant growth.

References
Axios Systems Provides ITIL-Based Service Desk Management For Larger Enterprises, February 17, 2006, Forrester Business Service Management Required for Successful ITIL Adoption; Independent Research Firm tightly links BSM and ITIL Best Practices during recent Webcast, February 21, 2006, Forrester Research, Find Articles CA ACCELERATES MAINSTREAM ADOPTION OF ITIL, June 28, 2006, Ptak, Noel & Associates, CA Firms Must Take ITIL Beyond IT Operational Goals, March 14, 2006, Forrester IT Infrastructure Library (ITIL), ITIL

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Information Technology Infrastructure Library (ITIL) Perspectives

IT Service Management Isn't Easy, November 21, 2006, IT Business Edge ITIL - It's Really Important, Like..., August 14, 2006, Clive Longbottom, Quocirca, IT Analysis ITIL Adoption: 2006 Could be Watershed Year in U.S., October 2005, Computer Economics ITIL gains momentum, December 05, 2006, Ken Turbitt, BMC Software, IT Week ITIL helps Asian companies keep pace with growth, October 20, 2006, Network World Asia ITIL Initiatives Require Process Reengineering, Says Datamonitor, May 30, 2006, Datamonitor, Tekrati ITIL needs to lower its prices: On standards and barriers to entry, March 13, 2006, James Governer (Blog), RedMonk ITIL Part of 'Fresh Start' for Many Companies, June 09, 2006, Tony Baer, Datamonitor, IT Business Edge ITIL Projects Can Be Costly, November 27, 2006, IT Business Edge ITIL Simulators Demonstrate The Value Of Process Models, September 01, 2006, Forrester ITIL: 4 Experts Share Keys to Success, July 31, 2006, Ed Holub, Gartner, Baseline ITIL: Why it Matters, July 2006, Forrester, Computer World ITIL's Final Breakthrough: From 'What' to 'How', August 25, 2004, Forrester, cio.com ITIL's Never-Ending Journey: Now It's India, March 18, 2005, Robert McNeill, Forrester Mercury ITIL Foundation: Mapping ITIL To The Real World, July 2006, Enterprise Management Associates Not All ITIL Processes Are Created Equal, March 16, 2005, Forrester Taking ITIL mainstream, 15th August, 2006, Dale Vile, Freeform Dynamics, IT Analysis The IT Infrastructure Library: A Service Perspective, September 16, 2005, C. Michael Disabato, Burton Group The IT Infrastructure Library: Supporting the Service Chain, Burton Group Twin-track ITIL under threat, warns analyst firm, November 21, 2006, Gartner, Computer Weekly Understanding ITIL (IT Infrastructure Library) and ITSM (IT Service Management), August 2006, Steve Duplessie, Enterprise Strategy Group ITIL Adoption in Europe, BMC Software

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