ITIL® Whitepaper von der APMG mit SERVIEW

Customers often come to us and say “I want to implement Change Management.” The first thing we would ask them is “Why?”

ITIL is a Best Practice standard, which people have heard of and they think it sounds good. But often they haven’t taken time to analyze their own organization’s issues. They don’t really understand why they need ITIL or how it is going to help them; instead, they implement ITIL processes because it looks good on paper. But you can waste a lot of money on implementing ITIL if you don’t understand your own organization’s pain points. CIOs need to prove they have spent their budget wisely. For example, they may spend 50,000 Euros on implementing ITIL processes.

You would hope that at the end of the project, they would see improvements in customer satisfaction, cost saving and reduced incidents. But on many occasions, organizations don’t stand back and think about what the desired outcomes of implementing ITIL will be – they just do it and at the end of the project nothing actually changes.

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