Case Study: Is ITIL Framework Effective?




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. 
We found that both customer satisfaction and operational performance improve as the activities in the ITIL framework increases. Increased use of the ITIL framework is therefore likely to result in improvements to customer satisfaction and operational performance.
Although the study was limited to a single research site, claims made by executive management of the research site and OCG as to the contribution the ITIL framework seems to be justified. More definitive research delineating the nature of these “relationships” is however needed, especially regarding each process in the ITIL framework.


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