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04 July 2008
Service desk management specialist Numara has unveiled research showing that the business community is still largely unaware of the ITIL best practice framework.
As explored in MicroScope last year, the ITIL (IT Infrastructure Library) standards were initially developed during the 1980s by the UK government to provide a best practice framework around service desk provision. However, it has only been in the last couple of years that the framework has started to come to prominence.
But according to Numara, in spite of 50,000 copies of the most recent version of ITIL being sold on its release last year, take-up across the UK still stands at under 10% of firms.
Although some enterprise organisations had adopted ITIL in pursuit of a consistent service across the breadth of their organisation, the standards remained a mystery in the SMB market.
Challenges to adoption included a lack of understanding, time and resources, or good reasons to implement the framework.
Numara EMEA managing director Andy White said: "Today technology is a given and the more forward-thinking companies already understand that their focus must move away from the nuts and bolts of IT towards a business service-oriented approach."
Peter Titmus, managing director at Networks First, told MicroScope he had made ITIL a key part of his business, and believed that although the bulk of ITIL implementations were coming from the corporate sector, there were good reasons for SMEs and SME-focused resellers to get involved.
"It provides a common language, and in its broadest sense streamlines the business and removes misunderstanding," he said. "SMEs would do well to use it if they want anything to do with education or local government."