Designing an evaluation framework for IT service management

Applying IT Service Management (ITSM) is a key issue in the management of an organisation's IT function. The IT Infrastructure Library (ITIL) is the most popular and influential framework for applying ITSM. With adoption growing globally it is important to understand the benefits that ITIL processes can bring to an organisation. To date the benefits of implementing and using ITIL processes have been predicted or assumed with very little research and minimal anecdotal evidence. We present a design of a holistic evaluation framework for ITSM improvement efforts with particular focus on ITIL.