ITIL is a very important part of IT governance and the relationship between ITIL and ISO/IEC 20000 is critical for organisations attempting to implement a working IT governance framework. ITIL as a framework improves customer satisfaction, increases staff retention, morale and ROI. Organisations who implement ITIL should also see an improved use of skills and experience within their staff and a transparent approach towards IT costs and assets.
However, (from a recent discussion on Linkedin) the main problem with ITIL, is that it seems to be only as successful as the people who implement it. If they have a good understanding of the framework, then ITIL will achieve all the results desired. If on the other hand, individuals are not willing to understand, then ITIL will have as many drawbacks as a person sees fit.
Therefore to make ITIL work in your organisation, you need to truly get to grips and understand the framework. Take a look at this handbook below, which will help you appreciate and apply the framework, shown in a detailed yet simple six-step process.
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