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• Numara Software’s ITIL Guide ‘Delivering Effective IT Support’ publication delivers some necessary realism on ITIL take-up

Reading, UK, 6th August 2008: Numara Software, Inc., a leader in service desk management solutions, has produced key research which indicates that the ITIL customisable framework of best practices still has to be accepted across a wide range of companies.

Although 50,000 copies of the most recent version (V3) of ITIL were sold within the first few weeks of its release in June 2007, independent market research commissioned by Numara suggests that less than 10 percent of companies are actually aware of ITIL as a best practice framework and are adopting it in some form.

Although some enterprise organisations have embraced ITIL, largely because it helps them put standard working processes and procedures in place across their IT teams to help deliver service consistency, there are still many organisations for whom ITIL and its benefits remain a mystery, especially in the SME market.

The research is a key element of a new, realistic perspective on ITIL addressed by the Numara guide, ‘Delivering Effective IT Support’ intended to help organisations decide whether ITIL is likely to be useful for them, and if so, how to get the most out of it.

Typically many companies feel they have insufficient resources to implement such rigorous IT support standards as ITIL, and they view standards as either too costly or not important enough to spend time on. Although ITIL works well on paper, it can be difficult to implement into all IT support procedures, especially if people and organisations are not familiar with ITIL best practice.

“I think that a good reason for using standards is that it is about processes people can follow, whereas the bad thing is that if there are too many things to follow, you can get tied up with paperwork rather than actually doing what you need to do,” says one business development director in the telecoms sector in the guide.

The two years of research commissioned by Numara from both Freeform Dynamics and Dynamic Markets contained in ‘Delivering Effective IT Support’ offers clear insight into the best practice challenges facing organisations today. Among the research findings are that:

• There are low levels of awareness and adoption of ITIL

• 10 percent either have adopted or are in the process of adopting ITIL. But this does not mean they are actually using it

• The typical challenges to adoption are:
- Understanding
- Time and resources
- Finding a good reason to implement the framework
- Tailoring best practice to fit real world reality within the business
- Finding executive support for process change that may affect support levels

“In our fast paced commercial world, companies face a multitude of challenges and are heavily reliant on IT in order to keep abreast of these demands. 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 ‘doing IT’, towards a more business service-oriented approach,” says Andy White, Managing Director for EMEA and APAC at Numara Software.

“This ‘Delivering Effective IT Support’ guide offers a very practical, concise and realistic discussion around ITIL, with examples of how organisations are adopting best practice – either by following ITIL to the letter or by incorporating the elements of ITIL that are most applicable to their specific business needs.”

Some of the key points about ITIL covered in the Guide are that:

• ITIL is more likely to apply to larger companies of over 10,000 employees. But smaller companies can still cherry pick best practice elements

• The upfront investment such as time, costs and resources are key considerations before embarking on an ITIL journey

• Every organisation can benefit from elements of ITIL, but you don’t need to adopt the whole process

• Organisations adopting ITIL should know when enough is enough

As well as the research from Freeform Dynamics and Dynamic Markets on ITIL Adoption, the Guide also features a comprehensive series of ITIL Do’s and Don’ts.

“In today’s competitive environment, companies want processes that enable them to take control of their IT infrastructure in a pragmatic way. They want technology, policies and procedures that empower them, rather than be handcuffed to rigid systems which take years to implement or change. Does ITIL provide all the answers? I hope this guide will help you draw your own conclusions,” says Numara Software’s Andy White.

To download a full copy of the ITIL guide, please visit the Numara website www.numarasoftware.co.uk.

About Numara Software, Inc.

Founded in 1991, Numara Software Inc. is a global provider of service desk management solutions for help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. The Numara Software trusted solutions address critical IT and support functions, such as customer service desk, IT help desk, asset management, software patch and deployment, and network monitoring.

With its two flagship products, Numara Track-It! and Numara FootPrints, and more than 50,000 customer sites worldwide, Numara Software is a service desk management solutions leader.

Examples of customers already benefiting from FootPrints technology include Ryanair, Paymentshield, Polaris Industries and the Special Olympics. Track-It! customers include SONY, Ford and Rolls Royce.

To register for a one-on-one guided walkthrough, attend a webinar or download a trial, please contact the UK sales team on: +44 (0) 800 195 2373 or visit: www.numarasoftware.co.uk.

For further information:

Paula Elliott
C8 Consulting Ltd for Numara Software
Tel: +44 (0) 7894 339645 / +44 (0) 118 9001132
Email: paula@c8consulting.co.uk

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