Importance of ITIL

THE IMPORTANCE OF ITIL®
A Global View – 2014 and Beyond

Agenda
• Demographics and demographic preferences
• ITIL adoption – as it stands today
• Technology and environmental impacts
• How and where is ITIL valued today?
• Recommendations for improving ITIL
• Summary and conclusions
Slide 2
Purpose of the Research Survey
• AXELOS are establishing an innovative and high-quality, continuous
learning and development destination that is co-designed by and co-
created for those who use it. This ‘Global Best Practice’ portfolio
includes ITIL®.
• AXELOS have the objective of driving the full market potential of ITIL as
the leading global source of service management best practice for
multiple organization verticals, as well as for individual practitioners
embarking or improving their career credentials and capabilities.
• ITIL’s benefits have more recently come into contention as new
technologies such as cloud computing, more advanced forms of
automation and analytics have impacted strategic ITIL initiatives and
have captured media and industry attention.
• The results of the following piece of research, undertaken by Enterprise
Management Associates (EMA), a well-respected research and
consultancy company, largely reaffirms ITIL’s value. The results do so in
the face of those very forces, such as Cloud and Agile, that some
industry experts are claiming render ITIL less relevant.
• This research also suggests clear priorities for how organizations,
executives and professionals can better optimize their use of ITIL
resources.
Slide 3
Executive Introduction
The results of the following research largely reaffirm ITIL’s value, and do so
in the face of those very forces, such as Cloud and Agile, that some
industry experts claim render ITIL less relevant.
The research also suggests clear priorities for how IT organizations, IT

executives and professionals can better optimize their use of ITIL
resources, as well as how ITIL might, itself, evolve to support the continued
evolution of IT Service Management (ITSM) in the face of both cultural and
technological change.
Next, some highlights.
Slide 4
Some Highlights
Some of the highlights from the research include:
• ITIL was positively viewed as growing in importance, or at least holding
its own, in the face of trends like Cloud and Agile – 46% viewed ITIL as
increased in importance; 49% viewed ITIL as staying the same in
importance; and only 5% viewed ITIL as declining in importance.
• When it came to valuing ITIL resources, 68% found ITIL ‘very valuable’
or ‘exceedingly valuable’, only 4% found ITIL ‘not at all valuable’.
• When asked about reasons for value, ‘ITIL helps me work with others in
unified processes’ came in first, followed by ‘ITIL helps me do my job
with added context and insight’.
• Latin America and APAC (Asia Pacific) showed a yet stronger faith in
ITIL’s growing importance than did EMEA (Europe, Middle East and
Africa) and North America. This suggests a promising opportunity for
growing ITIL’s value globally.
Slide 5
Some Highlights
Some of the highlights from the research include:
• The trend to unify processes for managing IT and enterprise services
together is a clear opportunity for growth for ITIL best practices – where
a mature and consistent approach to service management can bring
new levels of effectiveness across the broader business or organization.
• The impact of Cloud on ITSM initiatives shows that respondents view
Cloud first and foremost as a means for expanding ITSM capabilities,
in part through the growth of SaaS-delivered applications. Only 10%
saw no impact from Cloud.
• Those with established BSM teams uniting business and IT
stakeholders were more than twice as likely to view ITIL as growing in
importance.
• When asked about how they would like to see ITIL evolve, 55%
preferred modular changes surrounding ITIL’s core to minimize
disruptions, but still bring added levels of currency – versus 45% who
believed that changing ITIL’s core was preferred.
Slide 6
Methodology
EMA interviewed 380 respondents globally, with statistically
meaningful quotas in each key geography over a period of six
weeks during Q4 2013. These included:
• EMEA – 96
• North America –119
• Asia Pacific (APAC) – 61
• Central & South America – 100
More specifically, the countries interviewed were:

• EMEA – France, Germany, Netherlands, Spain, Sweden
• North America – United States and Canada
• APAC – Australia, China, India, Japan
• Central & South America – Argentina, Brazil, Mexico
Slide 7
Methodology
In order to focus the research optimally, EMA worked with AXELOS
to set additional (non-geographic) quotas on the levels of ITIL
involvement and awareness:
• Aware but not studied or read – 10%
• Aware and studied and read but no plans for certification, and/or plan
to get Foundation level within the next 12 months – 30%, Foundation
level certified – 30%, Intermediate level certified, Managing across
the Lifecycle, Expert or Master – 30%
• In addition, 36 respondents were ITIL certified trainers.
• In order to ensure currency, a quota of 75% was placed on obtaining
respondents using the ITIL 2011 edition, versus ITIL 2007 or ITIL v2
based on a total respondent base of 300. Significantly, this quota of
235 respondents, did not prove to be a problem to fill, underscoring
ITIL 2011’s current popularity.
Slide 8
Demographics
Slide 9
Company size was evenly spread,
with 26% fewer than 500 employees,
and 28% more than 10,000
How many employees are in your company worldwide?
Less than 250 15%
250 - 499 11%
500 - 999 15%
1,000 - 2,499 11%
2,500 - 4,999 14%
5,000 - 9,999 8%
10,000 - 19,999 15%
20,000 or more 13%
0% 2% 4% 6% 8% 10% 12% 14% 16%
Sample size = 380 Slide 10

Average revenue was about
$100 million
What is your organization's annual sales revenue?
Less than $1 million 3%
$1 million to under $5 million 9%
$100 million to under $1 billion 27%
$1 billion or more 15%
Not applicable, I work for a

government or non-profit agency 8%
8%
Don’t know
0% 5% 10% 15% 20% 25% 30%

With an average IT budget of more
than $10 million
What is your organization's annual IT budget?
Less than $1 million 18%
$1 million to less than $5 million 16%
$100 million or more 5%
Don’t know 15%
0% 5% 10% 15% 20%

Only 12% of IT budgets are decreasing,
and 45% are increasing 10% or more
What was the percentage increase or decrease of your organization’s
annual IT budget from last year to this year?
1%
Increased more than 75%
Increased between 50% and 75% 5%
Increased 25% and 50% 11%
Increased between 10% and 25% 28%
Increased less than 10% 17%

19%
Stayed the same
Decreased less than 10% 8%
Decreased between 10% and 25% 3%
Decreased between 25% and 50% 1%
Decreased between 50% and 75%

Decreased more than 75%
9%
Don’t know
0% 5% 10% 15% 20% 25% 30%

Those who view ITIL as growing in
importance are more likely to see
growth in IT budget
The correlation between:
• What was the percentage increase or decrease of your
organization’s annual IT budget from last year to this year?
• How has the importance of ITIL changed in the past year due to trends
like Cloud and Agile?
IT budget increased IT budget IT budget increased

more than 10% decreased less than 10%
3% 10% 6%
30% 34% 32%
66% 56% 62%
ITIL is becoming ITIL remains at the same ITIL is becoming

less important level of importance more important

Geographical spread favoured NA,
with APAC least at 64 respondents
In which region are you located?
North America 31%
Central & South America (Latin 26%

America)
Europe-Middle East-Africa (EMEA) 25%
Asia-Pacific (APAC) 17%
0% 5% 10% 15% 20% 25% 30% 35%

The private sector was most
strongly present in EMEA and APAC,
least in North America
• What type of company/organization do you work for?
• In which region are you located?
North America EMEA Asia-Pacific Latin America
10% 4% 8% 20%
37% 18% 11%
20%
50% 77% 81% 59%
Private sector Vendor delivering Public sector

company/ ITIL-certified company/
organization software products organization

A geographical view of ITIL
valuation highlights Latin American
and APAC enthusiasm
• In which region is your corporate headquarters located?
• How has the importance of ITIL changed in the past year due to
trends like Cloud and Agile?
8% 6% 5% 1%
35% 35% 52% 31%
56% 60% 43% 68%
ITIL is becoming less ITIL remains at the same level ITIL is becoming more
important of importance important

North America had the highest
% of ITIL certification, EMEA/APAC
the highest levels
• To date, what has been your involvement with ITIL within
your company/organization?
• In which region are you located?
9% 11% 12% 7%
20% 26% 36% 34% 28% 42%
45% 11% 41% 14% 39% 23%
Aware but not Aware, studied, read, no Foundation Intermediate level certified
studied or read certification or Plan Foundation level certified through master
within 12 months

The private sector dominated at
nearly 2/3 of respondents,
the public sector at nearly 1/4
What type of company/organization do you work for?
Private sector company/organization 65%
Public sector company/organization 23%
Vendor delivering ITIL-certified 11%

software products
Other vendor or service provider 1%
0% 10% 20% 30% 40% 50% 60% 70%

Vendors and private sector are more
positive about ITIL’s relevance than
the public sector
Private sector Vendor delivering ITIL-certified Public sector company/

company/organization software products organization
5% 17% 8%
44% 32%
50% 83% 60%
ITIL is becoming ITIL remains at the same ITIL is becoming

less important level of importance more important

And more positive about ITIL
resources than the public sector
• Overall, how valuable do you find ITIL resources such as: print,
Internet, training, accreditation, events, etc?
Private sector Vendor delivering ITIL-certified Public sector company/

company/organization software products organization
2% 2% 8%
17% 28% 27% 15% 47% 1%
9%
53% 56% 35%
Exceedingly Very Somewhat Marginally Not at all

valuable valuable valuable valuable valuable

Manufacturing, government, high
tech, and finance-led in verticals
represented
Which of the following best describes your company’s
primary industry?
Manufacturing – All Other (Not Computer or Networking-related) 13%
Government 9%
High Technology – Software 9%
Manufacturing – Computer Hardware or Networking-related 8%
Finance/Banking/Insurance 7%
Education 6%
Healthcare/Medical/Pharmaceutical 6%
Retail/Wholesale/Distribution 6%
Consulting – Computer or Networking Related 4%
Professional Services – Computer or Networking-related 4%
Professional Services – All Other (Not Computer or Networking Related) 4%
Telecommunications 4%
Consulting – All Other (Not Computer or Networking-related) 3%
High Technology - Application/Internet/Managed/Network Service Provider 3%
High Technology - Reseller/VAR/Systems Integrator 2%
Hospitality/Entertainment/Recreation/Travel 2%
2%
Oil/Gas/Chemicals
Transportation/Airlines/Trucking/Rail 2%
Utilities/Energy 2%
Aerospace/Defence 1%
Legal 1%
Non-Profit/Not for Profit 1%
0% 2% 4% 6% 8% 10% 12% 14%

Respondents showed a strong mix
of executive and non-executive
roles — and 13% were non-IT
Which of the following best describes your role
in the organization?
CIO/CTO (IT Executive Management) 18%
IT-related Administrator 15%
IT-related Manager/Supervisor (or Equivalent) 8%
IT-related Director (or Equivalent) 7%
Corporate/Line of Business Manager/Supervisor (or Equivalent) 7%
IT-related Systems Analyst/Programmer/Engineer 6%
IT-related Business Analyst 6%
IT-related Project/Program Manager 5%
IT-related Software Engineer/Developer 4%
Infrastructure Engineer (Network/Systems) 4%
IT-related Consultant/Integrator 4%
IT-related Architect 3%
CEO/COO/CFO (Business Executive Management) 3%
Corporate/Line of Business Director (or Equivalent) 3%
IT-security Operations Staff 2%
IT-security Manager 2%
IT-related Vice President (or Equivalent) 2%
CISO/CSO/Chief Risk or Compliance Officer 1%
Corporate/Line of Business Vice President (VP/AVP/SVP/EVP) 1%
0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20%

28% were ‘Executive’ – Director or
above – a group with distinctive
ITIL adoption traits
13%
28%
59%
CIO/CTO, CISO, IT VP, All other IT All LOB/Corporate

and IT Director

Executives had highest ITIL
‘levels’, but overall IT had
highest certification at 60%
• To date, what has been your involvement with ITIL within
your company/organization?
• Which of the following best describes your role in the organization?
CIO/CTO, CISO, IT VP All LOB/Corporate All other IT

and IT Director
2%
10%
39% 15% 29% 24% 27%
13%
10%
26% 22% 17%
18% 16% 33%
Aware but not Aware and studied Plan to get Foundation Intermediate
studied or read and read but no plans Foundation level level certified level certified
for certification within the next through Master
12 months
Executives were also more likely
to view ITIL resources as
very or extremely valuable
• Overall, how valuable do you find ITIL resources such as print,
Internet, training, accreditation, events, etc?
CIO/CTO, CISO, IT VP, All LOB/Corporate All other IT

and IT Director
2% 6% 5%
17% 27% 33%
81% 67% 62%
Not at all valuable/Marginally Somewhat valuable Very valuable/Exceedingly valuable

valuable

…And view ITIL as growing in
importance re. trends like Cloud and Agile
CIO/CTO, CISO, IT VP All LOB/Corporate All other IT

and IT Director
1% 8% 7%
30% 31% 38%
69% 61% 55%
ITIL is becoming less ITIL remains at the ITIL is becoming more

important same level of important
importance
Nearly half enjoy itSMF participation
Are you an itSMF member?
Yes, individual 15%
Yes, organizational/corporate 32%
No 52%
0% 10% 20% 30% 40% 50% 60%

ITIL Adoption as it
Stands Today
Slide 29
44% were not yet certified,
31% Intermediate or above
To date, what has been your involvement with ITIL within your
company/organization?
Aware but not studied or read 10%
Aware and studied and read but no plans for 15%

certification
Plan to get Foundation level within the next 19%

12 months
Foundation level certified 26%
Intermediate level certified 16%
Managing Across the Lifecycle 10%
Expert 4%
Master 1%
0% 5% 10% 15% 20% 25% 30%

Management directive, media and
peers lead in initial ITIL awareness
How did you first become aware of ITIL?
Management directive 25%
Media – Internet 21%
Word of mouth – peers 17%
Academia 12%
Trade shows or industry events 11%
Analysts 8%
Media – other 4%
Other 2%
0% 5% 10% 15% 20% 25% 30%

Most pursue ITIL from either
individual professional goals or
company mandate
Why did you begin to pursue or study ITIL?
Individual professional goals 36%
Company mandate 27%
Strategic service management rollout 23%

(e.g. CMDB deployment)
Academic study or academic sources 13%
Other 1%
0% 5% 10% 15% 20% 25% 30% 35% 40%

Those pursuing ITIL via strategic
initiatives or academia tend to be
more bullish re. future value
• Why did you begin to pursue or study ITIL?
Company Individual professional Strategic service Academic study or
mandate goals management rollout academic sources
8% 6% 3% 2%
38% 41% 42%
54% 54% 40% 56% 56%
ITIL is becoming less ITIL remains at the same level ITIL is becoming
important of importance more important

ITIL 2011 led by more than
2 to 1 over v2 or 2007
Which edition is your company/organization
currently using?
ITIL 2011 edition 71%
ITIL 2007 or ITIL V2 29%
0% 10% 20% 30% 40% 50% 60% 70% 80%

ITIL 2011 adopters are more likely to
see ITIL as growing in importance
• Which edition is your company/organization currently using?
ITIL 2011 edition ITIL 2007 or ITIL V2

3% 11%
31%
45%
52%
59%
ITIL is becoming less ITIL remains at the ITIL is becoming

important same level of more important
importance
For non-2011, 40% plan to move
to 2011 soon. 24% are comfortable
with 2007, 15% with v2
Why hasn’t your organization moved to the ITIL 2011 edition?
We plan to move soon 39%
We are comfortable with the 2007 edition –

24%
don’t want to move
No time – too busy with other things 21%
We are comfortable with the ITIL V2

15%
edition – don’t want to move
We no longer feel invested in ITIL 1%
0% 5% 10% 15% 20% 25% 30% 35% 40%

IT Operations and IT Service
Continuity Management lead in
personal process investment
What ITIL processes are you personally most invested in?
IT operations management 43%
IT service continuity management 33%
Information security management 29%
Service desk 27%
Application management 27%
Problem management 26%
Incident management 25%
Service-level management 24%
Change management 23%
Continual service improvement 22%
Technical management 21%
Financial management for IT services 18%
Availability management 16%
Capacity management 14%
Release and deployment management 14%
Service and asset configuration management 12%
Event management 12%
Identity management 9%
Broad cross-process ownership 7%
Other (please specify) 1%
0% 10% 20% 30% 40% 50%

% Valid Cases (Mentions/Valid Cases) Sample size = 380 Slide 37
ITIL v3 and v2, and Balanced
Scorecard lead in best practice adoption
What best practices are your organization currently pursuing?
ITIL v3 33%
ITIL v2 30%
IT Balanced Scorecard 26%
Six Sigma 25%
COBIT - Control Objectives for Information 24%
PMI (PMBOK) 23%
CMMI – Capability Maturity Model Integration 22%
PRINCE2 (For Project Management) 21%
MSP (For Program Management) 19%
MoP (Management of Portfolio) 15%
TOGAF – The Open Group Architecture 13%
IPMA 12%
0% 5% 10% 15% 20% 25% 30% 35%

But those who are see strong or
meaningful synergies
Do you see synergies between ITIL and the Best Management
Practice Portfolio such as PRINCE2 for project management
and MoP (Management of Portfolio) and MSP (for programme
management) for managing strategic changes?
Yes, I see strong synergies 34%
Yes, I see some meaningful synergies 58%
Yes, but I see only a few synergies 8%
No, I don’t see any meaningful synergies
0% 10% 20% 30% 40% 50% 60% 70%

Technology and
Environmental
Impacts
Slide 40
57% mostly or completely combine
enterprise and IT services, only 7%
are all separate
Are IT services and enterprise services (e.g. HR, payroll, facilities,
etc.) supported together or separately in your organization from an
incident and request management (e.g. call centre) perspective?
Completely together 14%
Mostly together 43%
50/50 some together and some separate 21%
Mostly separately 14%
Completely separately 7%
0% 10% 20% 30% 40% 50%

Growth in support for enterprise
services leads to a stronger
appreciation of ITIL’s value
• Are IT services and enterprise services (e.g. HR, payroll, facilities, etc.)
supported together or separately in your organization from an incident and
request management (e.g. call centre) perspective?
• How has the importance of ITIL changed in the past year due to trends like
Cloud and Agile?
Completely/Mostly separate Mostly/Completely together 50/50 some together and some
separate/Mostly together
11% 4% 4%
32% 33%
57% 55% 41% 63%
ITIL is becoming less ITIL remains the ITIL is becoming

important same level of more important
importance
Service desk, project management,
SLM and asset management lead in
deployed technologies
In your organization's IT Service Management environment,
which of the following service management technologies
are deployed?
Service desk 43%
Project management system 37%
Service Level Management 35%

Asset management 34%
Performance and availability management 28%
IT financial planning system 28%
Workflow/process automation 27%

End-user self-service portal 27%
Service management dashboard 26%
IT business intelligence/data warehouse 26%
Service catalog 24%
Application lifecycle management solution 23%
Integration with non-IT Call Centres or 19%

Customer Support
0% 10% 20% 30% 40% 50%

68% either own or are about to
purchase a CMDB
Does your organization own, or is your organization about to
purchase, a CMDB/CMS-related solution?
Yes – own 37%
Yes – about to purchase 31%
No – neither own nor purchase 32%
0% 5% 10% 15% 20% 25% 30% 35% 40%

CMDB commitment strongly
reflects an appreciation of
ITIL’s growing values
• Does your organization own, or is your organization about to
purchase, a CMDB/CMS-related solution?
Yes – own No – neither own nor purchase Yes – about to purchase
4% 11% 2%
31% 48%
20%
65% 69% 50%
ITIL is becoming ITIL remains at the ITIL is becoming

less important same level of more important
importance
Performance/service impact,
security/compliance, asset
and change lead CMDB uses
What is/are the use-case(s) that your organization is targeting
currently for its CMDB/CMS?
Performance-related service impact 54%
Security and/or compliance audits 52%
Asset management 49%
Financial optimization 46%
Change impact analysis 44%
Other 2%
0% 10% 20% 30% 40% 50% 60%

But change management ties with
security for the ‘most dominant’
CMDB use-case
What is/are the use-case(s) that your organization is targeting
currently for its CMDB/CMS? Single most dominant case
Security and/or compliance audits 19%
Financial optimization 17%
Performance-related service impact 17%
15%
Asset management
Change impact analysis 12%
Other 1%
0% 5% 10% 15% 20%

57% see CMDB as successful, versus
5% as unsuccessful
How successful would you say your organization has been to
date with its CMDB/CMS initiative?
Very successful 8%
Successful 49%
Neither successful nor unsuccessful 38%
Unsuccessful 4%
Very unsuccessful 1%
0% 10% 20% 30% 40% 50%

Expanding ITSM capabilities,
automation and asset management
lead in the impacts of Cloud
How would you describe the impact of Cloud vis-à-vis the
IT Service Management in your organization?
We see Cloud as a resource for expanding our

41%
ITSM capabilities
Cloud is requiring higher levels of automation 34%
in provisioning services
Cloud and virtualization have made asset 33%
management challenging
Cloud is shortening review cycles for 27%
managing change
Cloud is putting pressures on us to justify costs 24%
Cloud is pushing us to pay more attention to 22%

DevOps
SaaS options have changed the game in 21%
applications management
We see no impact from Cloud 10%
Other 1%
0% 20% 40% 50%

IT operations, security, capacity
and service continuity are processes
most impacted by Cloud
What ITIL processes do you believe are most impacted
due to Cloud and associated trends like DevOps?
Service desk 5%
Event management 3%
0% 2% 4% 6% 8% 10% 12%
% Total Mentions (Mentions/Total Mentions) Sample size = 380 Slide 50
Whereas service desk and financial
management are least impacted
by Cloud
In your opinion, what ITIL processes are least impacted due to
Cloud and associated trends like DevOps?
Service desk 8%
Event management 6%
0% 1% 2% 3% 4% 5% 6% 7% 8% 9%
% Total Mentions (Mentions/Total Mentions) Sample size = 380 Slide 51
67% have an integrated BSM team
at some level, while only 7% see
no IT/business dialogue at all
Do you have an integrated team devoted to supporting
Business Service Management requirements including both IT
and business stakeholders for optimizing IT services to
business needs and values?
Yes, currently 25%
Yes, but it’s in the early stages 42%
No, but we have informal discussions 19%
No, but there is dialogue between

business analysts and development 7%
No, not at all 7%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

And those with a BSM initiative in
place are more likely to view ITIL
as growing in importance
Do you have an integrated team devoted to supporting Business
Service Management requirements including both IT and
business stakeholders for optimizing IT services to business
needs and values?
Yes No
3% 9%
40% 23%
57% 68%
ITIL is becoming ITIL remains at ITIL is becoming

less important the same level of more important
importance
74% see ITIL as very important or
critical for their BSM-related
discussions
How important is ITIL in those discussions?
Critically important, ITIL is key 16%
Very important, ITIL is a big part 58%
Somewhat important, ITIL is in the mix 22%
Marginally important, ITIL is mentioned

3%
infrequently
Not at all important
0% 10% 20% 30% 40% 50% 60% 70%

Nearly 2/3 are integrating
application release management
with ITSM
Is Application Release Management integrated with your
IT Service Management strategy (e.g. integrated DevOps)?
Yes 65%
No 35%
0% 10% 20% 30% 40% 50% 60% 70%

Scheduling and automation lead in
integrating app release
management with ITSM
How is ITSM integration achieved?
Releases are scheduled via the service

desk platform 58%
The service desk helps in supporting automation

requirements for release review, provisioning
52%
and/or SLA assessments (is the new service
meeting SLA expectation?)
Service desk operators are notified of 49%

releases
Other 1%
0% 10% 20% 30% 40% 50% 60% 70%

71% view ITIL as playing a tangible
role in supporting the move to
DevOps and Agile
Has ITIL been a part of your overall move to support
DevOps and Agile?
Yes, to a large degree 24%
Yes, somewhat 47%
Yes, only marginally 16%
No 13%
0% 10% 20% 30% 40% 50%

79% are sharing knowledge of
known defects between service
desk agents and development
Do service desk agents and development teams share
knowledge of known defects or planned resolutions to
ongoing issues?
Yes
79%
No
21%
0% 10% 20% 30% 40% 50% 60% 70% 80%

How and Where is
ITIL Valued Today?
Slide 59
Nearly half see Cloud and Agile as
making ITIL more important, only
5% see it diminishing
How has the importance of ITIL changed in the past year due
to trends like Cloud and Agile?
ITIL is becoming more important 46%
ITIL remains at the same level of importance 49%
ITIL is becoming less important 5%
0% 10% 20% 30% 40% 50% 60%

68% find ITIL resources very or
exceedingly valuable, 0% not at
all valuable
Overall, how valuable do you find ITIL resources such as
print, Internet, training, accreditation and events, etc?
Exceedingly valuable 16%
Very valuable 52%
Somewhat valuable 28%
Marginally valuable 4%
Not at all valuable 0%
0% 10% 20% 30% 40% 50% 60%

ITIL’s support for working together
in unified processes leads in
defining ITIL’s value
How can ITIL benefit me in the workplace?
ITIL helps me to work more effectively 35%

with others in unified processes
ITIL helps me to do my job with added 28%

insight and context
ITIL is good for my career because of 15%

management priorities
ITIL has opened the door to a broader

12%
community of people like me with
similar concerns
ITIL is good for my career for other 10%

reasons
0% 5% 10% 15% 20% 25% 30% 35% 40%

Certification and training is
deemed to be the most
valuable single resource
How valuable are each of the following as resources?
ITIL certification and 3.82

training
ITIL electronic and 3.75

Internet
ITIL print publications

3.46
ITIL-related events 3.40
0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50
Mean Sample size = 380 Slide 63

If you haven't taken ITIL training,
then why?
What are the main reasons?
No time, too busy with other things 43%
Too expensive – my company won’t

14%
pay for it
I don’t see the value 14%
I prefer to mix and match from other

14%
resources
Other 14%
0% 10% 20% 30% 40% 50%

ITIL helps IT organizations improve
service quality and relevance, and
enhance productivity
In your opinion, which of the following are most reflective of
the value that your organization has achieved through ITIL?
Improved IT services in terms of quality through the use of

33%
proven best-practice processes
Improved productivity 28%
Improved IT services in terms of relevance through the use

28%
of proven best-practice processes
Better overall alignment and adaptability to business needs 24%
Improved value creation for IT overall 23%
Improved customer satisfaction through a more

23%
professional approach to service delivery
Improved agility and flexibility in provisioning services 21%
Reduced costs 19%
0% 5% 10% 15% 20% 25% 30% 35%

While reducing costs and agility are
least reflective of
ITIL-delivered value
In your opinion, which of the following are least reflective of
the value that your organization has achieved through ITIL?
Reduced costs 39%
Improved agility and flexibility in provisioning services 30%
Better overall alignment and adaptability to business needs 25%
Improved productivity 23%
Improved value creation for IT overall 23%
Improved customer satisfaction through a more

professional approach to service delivery 22%
Improved IT services in terms of relevance through the use

of proven best-practice processes 19%
Improved IT services in terms of quality through the use of

proven best-practice processes 18%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Roughly half see CPD as
contributing both to the business
AND to the individual
Do you think that continued professional development adds
value to the individual and the business for which they work?
Yes, to the individual 25%
Yes, to the business 22%
Yes, to both the individual and the

49%
business for which they work
No 4%
0% 10% 20% 30% 40% 50% 60%

Recommendations
for Improving ITIL
Slide 68
In ‘usefulness to your organization’
‘tech-savvy’ content tops simplicity
ITIL’s usefulness to you: if you were to single out one thing
to improve each of the following, what would it be?
Better content – more adapted to changing technologies

27%
like automation, analytics and Cloud
Better content – simpler, more easily understood terms and

24%
processes
Better materials overall – in terms of structure and

presentation 19%
Broader/better support for training and certification 17%
More industry forums and events 9%
More active use of social media and the Internet 5%
0% 5% 10% 15% 20% 25% 30%

Whereas in ‘usefulness to you’
simplicity, presentation and
support lead
ITIL’s usefulness to you: if you were to single out one thing
to improve each of the following, what would it be?
Better content – more adapted to changing technologies

18%
like automation, analytics and Cloud
Better content – simpler, more easily understood terms

30%
and processes
Better materials overall – in terms of structure and

19%
presentation
Broader/better support for training and certification 19%
More industry forums and events 8%
More active use of social media and the Internet 5%
0% 5% 10% 15% 20% 25% 30% 35%

61% prefer training either
in person, or via blended
learning online
How would you best like to be trained in ITIL?
In person (classroom) 37%
Online (e-delivery) 26%
Online (blended learning) 24%
Apps and printed study guides 13%
0% 5% 10% 15% 20% 25% 30% 35% 40%

Modular evolution edges out
changes to ITIL core
How would you like to see ITIL evolve?
Modular changes surrounding the ITIL

core, to minimize disruptions whilst
55%
providing additional levels of currency
and reliability
Changes in ITIL core – to keep 45%

up with current trends
0% 10% 20% 30% 40% 50% 60%

Technology-specific and role-related
modules are the most favoured
What modules would you find the most useful?
Technology-specific modules 61%
Role and individual modules 50%
Industry sector-specific modules 44%
Career path-specific modules 37%
0% 10% 20% 30% 40% 50% 60% 70%

CPD and innovation in ITIL delivery
are preferred as enhancements
In which of these enhancements to ITIL would
you be most interested?
Continuous professional development (CPD) 50%
More innovation in the way ITIL is delivered 44%
Better-defined ITIL career paths 40%
More innovation in the way ITIL is portrayed or/trained 39%
More digitization of content 36%
More localized content 34%
Better links to academia 28%
Community-based web forum 28%
0% 10% 20% 30% 40% 50% 60%

Summary and
Conclusions
Slide 75
ADOPTION
• ITIL 2011 is more than 2/3 more widespread than 2007
or ITIL v2
• ITIL 2011 adopters are generally more progressed in ITIL training, CMDB and
BSM adoption, as well as in other aspects
Slide 76
VALUE
• 68% view ITIL as ‘very’ or ‘critically’ valuable, only 4% as marginal and
0% as ‘not at all’
• Nearly half see Cloud and Agile as making ITIL MORE important
• The private sector globally is currently more positive about ITIL than the public
sector
• Executives (Directors and above) are more positive about ITIL than general IT,
most likely because they most strongly own the need for IT transformation
• Most progressed in certification feel ITIL helps them to work more effectively with
others in unified processes – at the very heart of what ITIL is/should be about
• Improved service quality, IT productivity and improved service relevance – led in
achieved ITIL benefits
Slide 77
Resource Perspectives and
ITIL Evolution
• ITIL certification was prized as the #1 resource

• Improved content re. simpler and more easily understood processes was
the #1 recommendation for improving ITIL’s footprint in the market
(followed by content improvements targeted at changing technologies)
• These were reversed in #1 and #2 positions when it came to
improving ITIL’s relevance to the organization
• But resumed position for ITIL’s ‘usefulness to you’
• Modular changes beat out core changes 55% to 45%
Slide 78

Importance of ITIL

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Importance of ITIL

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THE IMPORTANCE OF ITIL®

A Global View – 2014 and Beyond

• Demographics and demographic preferences

• ITIL adoption – as it stands today

• Technology and environmental impacts

• How and where is ITIL valued today?

• Recommendations for improving ITIL

• Summary and conclusions

The research also suggests clear priorities for how IT organizations, IT

Next, some highlights.

More specifically, the countries interviewed were:

Less than 250 15%

250 - 499 11%

500 - 999 15%

1,000 - 2,499 11%

2,500 - 4,999 14%

10,000 - 19,999 15%

20,000 or more 13%

0% 2% 4% 6% 8% 10% 12% 14% 16%

Sample size = 380 Slide 10

What is your organization's annual sales revenue?

Less than $1 million 3%

$1 million to under $5 million 9%

$5 million to under $20 million 12%

$20 million to under $100 million 17%

$100 million to under $1 billion 27%

$1 billion or more 15%

Not applicable, I work for a

0% 5% 10% 15% 20% 25% 30%

Sample size = 380 Slide 11

Less than $1 million 18%

$1 million to less than $5 million 16%

$5 million to less than $10 million 10%

$10 million to less than $25 million 9%

$25 million to less than $50 million 10%

$50 million to less than $100 million 17%

$100 million or more 5%

Don’t know 15%

0% 5% 10% 15% 20%

Sample size = 380 Slide 12

Increased 25% and 50% 11%

Increased between 10% and 25% 28%

Increased less than 10% 17%

Decreased between 10% and 25% 3%

Decreased between 25% and 50% 1%

Decreased between 50% and 75%

0% 5% 10% 15% 20% 25% 30%

IT budget increased IT budget IT budget increased

30% 34% 32%

66% 56% 62%

ITIL is becoming ITIL remains at the same ITIL is becoming

Sample size = 347 Slide 14

North America 31%

Central & South America (Latin 26%

Europe-Middle East-Africa (EMEA) 25%

Asia-Pacific (APAC) 17%

0% 5% 10% 15% 20% 25% 30% 35%

Sample size = 380 Slide 15

North America EMEA Asia-Pacific Latin America

50% 77% 81% 59%