Effectiveness of Information Technology Infrastructure Library Process Implementations by Information Technology Departments within United States Organizations

Abstract

This research study examined whether the overall effectiveness of the Information Technology Infrastructure Library (ITIL) could be predicted by measuring multiple independent variables. The primary variables studied included the number of ITIL process modules adopted and the overall ITIL ―maturity level. An online survey was used to collect data from participating volunteers within the United States, and then analyzed to reveal any significant findings. The research showed a statistically significant positive relationship between overall maturity level and effectiveness, however the ability to predict effectiveness based upon the number of process modules adopted was inconclusive. Additionally, differences in module adoption from either the Service Support or Service Delivery process blocks were considered. The results suggested that process module adoption from the Service Support block has a somewhat stronger relationship to overall effectiveness than adoption from the Service Delivery block, though this finding should be viewed cautiously. Sample size and survey instrument limitations restricted the interpretation of the results.