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IT executives concluded at PA Consulting Group’s seminar last week that people are the vital ingredient for the successful deployment of IT Infrastructure Library (ITIL) standards. The breakfast event, entitled ‘Learning to cook – ITIL success is more that following a recipe’, aimed to explore how ITIL can be embedded within an organisation’s culture to create lasting change within its service management operation.

Attendees on the morning of 18th January were senior IT executives from a variety of both public and private sector organisations. PA was joined by Mark Hall from itSMF, and Len Williamson from BP, who both presented on the need to implement ITIL as part of a wider change management programme; embracing people as well as processes and technology.

PA’s Richard Harrison, who chaired the event, commented:

“A lot of companies have invested heavily in ITIL and are asking why their service management has not improved. Often this is because it has not changed the attitudes and behaviours of the people using it.”

Mark Hall, Chairman of itSMF, described how:

“In the early 90's many companies had the processes in place but didn't take the people with them, creating internal conflict and anti-cultural behaviour. It is now recognised that the most successful ITIL implementations focus on people and behaviours”.


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For more information, please contact:

Laura Zymanczyk
PA Consulting Group
123 Buckingham Palace Road
London
SW1W 9SR

Tel: +44 20 7312 4839
E-mail: laura.zymanczyk@paconsulting.com
www.paconsulting.com/IT

PA: delivering value

PA Consulting Group is a leading management, systems and technology consulting firm. Operating worldwide in more than 35 countries, PA draws on the knowledge and experience of 3,000 people, whose skills extend from the initial generation of ideas, insights and solutions all the way through to detailed implementation. This benefits-driven approach is founded on our strength in innovation, our responsiveness to our clients’ needs, and our unyielding focus on delivery. All of our work and support is based on deep sector insight and expertise, and we work across the private and public sectors, with particular strengths in financial services, energy, life sciences & healthcare, government & public services, manufacturing and telecommunications.

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