Have the benefits of ITIL ever been scientifically proven ?
Is hard evidence available of real benefits from adopting ITIL ?
Here is a fascinating piece of academic research by Dr. B. C. Potgeiter, J. H. Botha and Dr. C. Lew. The aim of their research was to prove that a direct correlation exists between customer satisfaction and the use of ITIL.
Although the article is somewhat academic at times, it does highlight some interesting ways of measuring ITIL benefits within your own organization and identifies key criteria for how to measure best practice.
>>Full Research Paper (PDF)<<