Context: Industry best practices such as ITIL, COBIT and ISO equivalents are
increasingly being discussed as a way of optimising IT service delivery.
This research note looks at how best practices are being adopted in the
area of internal IT support and the impact they can have on end user
DATA SOURCE(S): Online research study in which information was gathered from 2,630 respondents, predominantly ITC professionals from a mix of industries and
company sizes, via a Web based questionnaire.