Chapter XIX Implementing IT Service Management : Lessons Learned from a University IT Department

This chapter presents and analyzes a real life ITIL project, and it is based on a longitudinal case study. The purpose is to illustrate how the ITIL process reference model for some processes may be used almost as a blueprint, while ITIL for other processes may be profoundly adapted to suit the context and the needs of the implementer. Furthermore, the success factors and the impediments for successful implementation are discussed. As this case shows, although processes are being well defined and the ITIL project is being regarded by management as a success, employees may after all decide not to follow the adapted processes. The study finds that ITIL implementation will not be effective unless the organizational and cultural aspects of process change are being taken care of. This chapter will especially inform practitioners about how ITIL may be utilized and how an implementation project might be organized.