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IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today’s global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia.