Meta Group's weekly Client Advisor newsletter (client registration required) comments on ITIL progress in the US:
The IT Infrastructure Library (ITIL) process framework, specifically the IT Service Delivery and IT Service Support practices, has made significant inroads into US operational environments during the past three years. Virtually non-existent in the US prior to 2001, the ITIL process framework will be adopted by nearly 40% of US-based organizations by 2007. During this time, change, problem, and configuration management will be among core process targets. Successful ITIL use/implementation will require well-defined goals/mission statements, robust performance baselines, and effective communication planning among involved technology groups. Groups will fail if they attempt to use the ITIL documentation "off the shelf" without consideration for processes (e.g., asset life-cycle, monitoring, demand management) not covered under the ITIL framework.
The bottom line, according to analyst Dan Vogel, is that traditional process-refinement best practices (e.g., identification of the organizations refinement intent) will determine operational success, not the framework itself.
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