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Trouble with ITIL? Find Out Who’s Really to Blame

Well, ITSM it’s not you…it’s me. When ITIL failure causes you to point fingers, it may be time to dig a little deeper and find the real heart of the issue. It’s not uncommon to go through rough patches in your ITSM relationship. In fact, a Forrester study claims that 52% of ITIL programs fail because of resistance. What kind of resistance? Paul Wilkinson of breaks it down into 10 common problems.

  1. No commitment from management
  2. Saying “Yes” to adopting new procedures, but meaning “No”
  3. Treating ITIL as an achievement instead of an objective
  4. Not understanding that ITIL is a continual process, not just a project
  5. Unwillingness to change procedures
  6. Not believing that ITIL will work for your organization
  7. Introducing ITIL procedures but not teaching people to apply them
  8. Thinking ITIL doesn’t need to understand the business
  9. Inability to specify the value required by the business
  10. Not understanding where your priorities lie

Resistance comes in many shapes and forms, but that’s no reason to end the relationship. It’s time to tell your ITSM, “It’s not you, it’s me,” and work on improvements from there.

About Rachel Ginder

Rachel Ginder was a staff writer for CAI's Accelerating IT Success and joined the team in 2013. She also helped with social media and research.

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