In this article Edward Rivard, a columnist for ITSMWatch, writes that ITSM/ITIL takes more than just an install or two to be successful. Rivard states that many IT organizations foolishly expect their organization to simply adopt and adapt to the new ITSM/ITIL process or tool, or hope everyone will buy in when they “see they value.” As a result, Rivard says, many organizations struggle with the process, limiting the value of ITSM/ITIL and possibly leading to a premature death.
The answer to ensuring you gain the greatest value of your ITSM/ITIL initiatives involves ensuring you plan and design for the type and level of governance appropriate for the organization and the initiative(s). ITSM/ITIL implementations that consider six key organizational and people factors when designing a governance framework significantly improve the likelihood of ITSM/ITIL success.
The six factors that Rivard writes about include, culture, communications training and education, executive support and buy-in, governance structure, roles and responsibilities, and measurement and reporting. In the article, Rivard goes into great detail for each of these factors, providing a great deal of insight.