Will ITIL Work for This Client?

Not likely. Just look through the "findings". All seven have one primary element in common: they lack a process centric discipline. Management would obviously prefer to throw money and personnel and resources (and who knows what else) at the problem when, if the word "plan" was in their vocabulary, they could gain control over the infrastructure, eliminate waste and begin to reverse the perception that internal customers were dumping more and more money in a black hole without realizing any benefits.

ITIL success is dependent upon a number of key factors:

• A compelling reason to change and improve
• Top-down commitment (involvement)
• Top-down support (budget)
• Bottom-up buy-in
• A vision for IT
• Strong program/project management with a holistic, systems focus and awareness of the interedependencies of IT Service Management processes
• An attitude of accountability and a commitment to measurement