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New research reveals IT departments still failing to tap the potential of ITIL

*Huge implementation set with 30% of companies planning adoption*

London 1st December 2005 – The latest independent research from service management solutions company Tertio SMS, reveals that although ITIL, the IT Infrastructure Library, is heralded as the de facto standard for best practice in IT service management, 77% of IT departments don't yet use the framework.

Adoption is however set to soar with 30% of respondents currently planning implementation of ITIL, which covers disciplines including incident, configuration and security management, all key elements in effective IT service management. The research ‘Putting IT at the Heart of Service Management’ was carried out amongst 126 IT directors and managers from a wide range of sectors including finance, telecommunications and retail as well as local government and the NHS.

Although use of ITIL is currently about the same for private and public sector organisations, twice as many public sector organisations are planning to adopt it (50%) than private sector companies (24%). This raises the question of whether companies are in danger of missing an opportunity to take full advantage of the benefits that ITIL can offer.

Organisations that have implemented the framework are already feeling the benefits of enhanced IT service management with 41% of respondents stating ITIL is effective in helping deliver IT systems that are responsive to business needs. However, the findings also suggest that many IT directors and managers remain confused about ITIL, with over one-third (38%) not knowing what it can deliver.

Alan Greenberg, CEO of Tertio SMS, comments: “ITIL has totally exploded over the past few years. Organisations that are looking to improve service delivery and stay competitive must start looking at how they can use the framework to help them deliver service excellence and improve the customer experience.”

“'ITIL gives IT practitioners a common understanding and terminology to communicate with each other to achieve this. Organisations are becoming ever more dependent on IT to enable effective service delivery. Efficient management of IT is at the heart of improving customer service across business.”

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The research findings are based on 126 respondents, of which two-thirds are IT managers and the remaining one-third are IT directors or heads of IT. The survey was conducted online, using self-completion questionnaires during October and November, 2005.

About Tertio SMS
Tertio Service Management Solutions (SMS) has been providing solutions to blue chip companies for over a decade, empowering organisations to deliver customer service excellence. It provides a comprehensive range of innovative Business Service Management, Service Management, and Network and Systems Management solutions, combining industry leading software applications with its specialist consultancy and support.

Tertio SMS de-merged from Tertio in 2002 and is headquartered in London. A financially strong company with a proven track record, and eight consecutive profitable quarters, Tertio SMS has 40 employees, serving customers across Europe including T-Mobile, The Post Office, Sainsbury’s and Dixons.

For further information:
Rebecca Dunstan/ Kate Hamilton at Portfolio Communications /
020 7240 6959

Ref: 05-352