In recent years, organizations have increasingly adopted a variety of “best practice” frameworks as part of
their performance improvement and service management strategy. The Information Technology
Infrastructure Library (ITIL) has emerged as the most popular of these methods. While few doubt the
general benefits of ITIL, the ability to quantify gains resulting from its implementation remains elusive.
Between November 2005 and February 2006, Compass invited executives to participate in a global ITIL
survey to explore the extent to which organizations are able to correlate the maturity of their ITIL
processes with the realization of specific improvements in IT and business operations.