Evidence that use of the ITIL framework is effective

The Information Technology Infrastructure Library (ITIL) is a framework outlining best practice in ICT Service Management. To date, ITIL is the only comprehensive, non-proprietary, publicly available guideline for ICT Service Management (Pink Elephant, 2002). Although the OGC claims that the use of ITIL improves Customer Satisfaction and Service Quality, this was not proved to date but rather inferred. The aim of the research project was to ascertain if a direct correlation exists between customer satisfaction and the use of ITIL. Of secondary concern was to determine if Customer Satisfaction is an indication of effective service provision. Our research site was a large service unit of ICT in a provincial government in South Africa during 2002/3.