TRIGGER: What factors are undermining ITIL and why?

SETTING: Many IT Operations (ITO) executives and staff face significant challenges as ITIL matures. Here we examine factors that can undermine success with ITIL, and consider steps an ITO leader considering ITIL can take to avoid them.

SUMMARY: Dramatic Return on Investment (ROI) and tangible competitive advantage for Leading Edge ITOs launched ITIL to the forefront. Now Mainstream ITOs are starting to experiment with ITIL, increasing market size. As more vendors seek to tap this growing market many early mainstream ITO leaders find their investments do not live up to expectations -- resulting in frustration and highly publicized failures. The many failures with ITIL are often the result of using its guidance incorrectly, compounded by belief that a software-centric solution will assure success. Before embarking on an ITIL program become familiar with the full suite of efforts required for success with ITIL -- governance, quality, maturity, organizational change and project management at a minimum. Understand that the largest factor for failure with ITIL is staff resistance due to role ambiguity and role conflict, making a careful focus on the management of human resources fundamental to ITIL success. Aim for "quick wins" using ITIL guidance in order to grow competence and commitment. As ITIL matures over the next five years, many factors undermine its potential. Understanding how these factors arise prepares you to avoid them, positioning you and your firm to be with those who benefit enhanced business agility, innovation, and revenue growth that ITIL facilitates.

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KEYWORDS: ITIL, role ambiguity, staff resistance, business agility, management of human resources, role conflict, quick wins, organizational change, return on investment, competitive advantage, maturity, project management