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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