Results from a survey of members of the IT Service Management Forum of Australia to measure the performance of service orientated IT management.

The raw data was collected by means of a electronic survey with a link to the questionnaire emailed to 2,085 itSMF Australia members between November 2009 and December 2009. 263 survey responses were returned with 215 considered complete for quantitative and qualitative data analysis. The study unit of analysis is a group, the IT organisation, and the itSMFA members acted as the key source of information on IT Service Management performance measurement practices. The data set used in the referenced publication focused on 203 IT Infrastructure Library user responses – non-IT Infrastructure Library user responses were excluded in this paper.