Information Technology Infrastructure Library Adoption and Best Practices 2019

April, 2019


Although large IT organizations are continuing to embrace the Information Technology Infrastructure Library (ITIL), the number of organizations committed to full ITIL implementation remains relatively small. This report begins with a brief explanation of ITIL’s history and current framework for IT service management, including its relationship with new approaches to change management, such as DevOps. We next study ITIL adoption and practice levels in North America, examining levels of adoption by organization size and sector. We conclude with best-practice suggestions for successful ITIL implementations. (16 pp., 6 fig.)