A Study of ITIL Best Practices influence on IT customer satisfaction

Ascertaining end-user satisfaction is crucial to successful information systems implementation and effective delivery of IT services. End-user satisfaction has been widely used as a measure of service quality (Botha, 2004) when delivering IT services.

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In this context, ITIL was born as a comprehensive framework of best practices on IT service management, aimed at improving end-user satisfaction and providing higher levels of IT service quality. In fact the Office of Government Commerce (UK) claims that the use of ITIL improves customer satisfaction and service quality (Potgieter et al., 2005).

Juan Nalda’s Master Thesis (in progress) at La Salle Innova Institute presents a research project to study the relationship between implementation of ITIL framework and end-user satisfaction improvement. The research uses a case study on a multinational company with subsidiaries in Europe, studying the relationships between the use of ITIL and end-user satisfaction through the introduction of quality enhancement in IT services.

This research expected outcomes aim to shed some light on the returns of current firm investments on ITIL training and implementation, covering an existing gap on rigorous academic research approximations on firms’ ITIL adoption and its impact on client/service orientation and end-user satisfaction (Hochstein, Tamm & Brenner, 2005).

How does ITIL Best Practices influence end-user satisfaction enhancements? Does ITIL Best Practices explain service quality improvements?

By the way, in your organization, does it make sense to study ITIL influence on customer satisfaction? What do you think that organizations should do to improve customer satisfaction?

Comments and contributions are welcomed!

References:

• Potgieter, B.C., Botha J.H., Lew, C. (2005). Evidence that use of the ITIL framework is effective.18th Annual Conference of the National Advisory Committee on Computing Qualifications, Tauranga, NZ 1-8
• Botha, J. H. (2004). Improving customer satisfaction and operational effectiveness with the use of an ICT service management best practice framework, 1-152
• Hochstein, A., Tamm, G. & Brenner, W. (2005) Service-Oriented IT Management: Benefit, Cost and Success Factors. European Conference on Information Systems. Regensburg, Germany, 1-10