ITIL Change Management Maturity Benchmark Study from Evergreen

Information Management Special Reports, October 2006

In Q2 2006, Evergreen conducted an ITIL change management maturity benchmark study. The survey was designed to:

Gauge the degree of commitment to the ITIL enterprise change management process, based on change management focus and key business drivers.
Assess current operational maturity levels, considering the focus on ITIL, maturity of processes and breadth of vision.
Identify primary challenge areas and opportunities in the year ahead.

The results provide an analysis of the overall market trends shaping the future direction of ITIL change management, based on survey data and our experience consulting in large, complex organizations.

Key Findings

67 percent of respondents rated service quality as the top business driver for change management in their organizations. Cost reduction (40 percent) and efficiency (34 percent) rated second and third.
More than half of respondents (52 percent) reported that their current ITIL direction was using ITIL best practices to re-engineer end-to-end IT service.
53 percent reported using only one change management application today.
49 percent said that they use a change management application as an IT workflow tool.
72 percent of respondents reported that 30 percent or more of their IT staff use a change management application in a normal workday.
Almost half (48 percent) reported using change management to plan and execute release management activities.
39 percent integrate change management into their portfolio of project management tools today.
59 percent employ change management as a single, enterprise-wide IT change management policy and system.
Only 28 percent have a change assessment board review all planned changes prior to design.
40 percent reported that 26 percent or more of their changes were emergency, short-notice changes.
Fully 44 percent still use an informal risk management process for change management.

For more information on the survey, please visit http://www.evergreensys.com/campaign/changesurvey/pr/

Don Casson is president, CEO, and co-founder of Evergreen Systems, Inc., based outside Washington, D.C. in northern Virginia. Evergreen is a highly specialized technology consulting firm focused on helping complex global organizations simplify and optimize the way their IT organizations work. He has more than 17 years of experience in leading, building, managing, and operating technology companies. He has led market development and shaped the technical direction of business units focused on internal and external call center solutions, network management systems, complex networks, and workflow/document management solutions. During his career, Casson has built and lead multiple national sales teams. Before co-founding Evergreen, he was executive vice president and the third employee of Global Management Systems, Inc. (GMSI). During Don's five-year tenure, GMSI grew from 3 employees to 175 employees and more than $17 million in annual revenues. Inc. Magazine recognized these efforts by listing the company in the top 100 on their list of the 500 fastest growing, privately held firms in the U.S.

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