From The Coal Face: Real World IT Service Management And ITIL Adoption Sound Bites

Remember 2011? It seems a long time ago already.

At the start of August, I wrote a speculative blog called Giving Back To The IT Service Management Community which was somewhat of a personal plea for anyone involved in IT operations, IT service delivery, IT support, etc. to “give back” to the larger community. This highlighted (or reminded us of) the need for the creation of lower-level, more granular, and ultimately more practical best practice information that is freely available to IT service management (ITSM) practitioners; as a quick start mechanism and/or to prevent the continued reinvention of the wheel by organizations wishing to better themselves. It all looked good with over three thousand unique views on the Forrester Blog site alone.

In late October (yes, I know I am slow), I published ITSM Practitioner Health Check: The ITSM Community Strikes Back with an associated survey hoping that hundreds if not thousands of ITSM practitioners would offer their views as to where we, as a community, need most help. The results?

ITSM Practitioner Health Check: initial results

Firstly, I need to temper my expectations: the survey was open for two months and plugged by many on Twitter and by organizations such as the itSMF UK, the SDI, and Hornbill but still only 149 people started the survey. Why did I say “started,” because only 76 completed the two “meaty” questions.

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ITIL Global Adoption Rates, Well At Least A Good Indication Of Where It Is At

ITIL is such a commonly used word in the kingdom of IT service management (ITSM) that it is easy to assume it to be a global phenomenon (how many people say “ITIL” when they mean, or should mean, “ITSM”?). After all the Official ITIL Website ( cites ITIL as:

“The most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.”

We know that ITIL exam numbers continue to be strong: with ITIL Foundation Certificate pass rates between January 2009 and July 2011 as follows courtesy of

  • ITIL V2 Foundation: 142,000
  • ITIL V3 Foundation Bridge: 33,000 (existing certification holders updating)
  • ITIL V3 Foundation: 548,000
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