IT Infrastructure Library (ITIL) is very logical, and Implementation of Process-oriented Workflow (IPW™) seems not too complex and is although more comprehensive, is also logical.
Nevertheless, organizations often have huge challenges when it comes to implementing ITIL and/or IPW. Often the intended result of the organizational change, the improvement of the services delivered to customers of the IT organization, is not achieved.
Much effort and costs are applied but the results remain forthcoming. The customer complaints about the long resolution time of incidents is illustrative, as is the poor communication with the IT Department, when all effort has been made to make the organizational change successful to delight the customers. Why is the implementation of IT Service Management processes so difficult, and what can we do to speed it up?
