Gartner Research

Successful ITIL and Service Management Projects Avoid These 10 Common Failings

Published: 22 March 2012

ID: G00231188

Analyst(s): George Spafford , Ian Head


Well-designed and well-managed ITIL-based service improvement initiatives deliver benefits beyond efficiency. They win business respect for the clear operational improvement delivered. This research shows how to avoid 10 failings that often damage these essential initiatives.

Table Of Contents


  • 1. Insufficient Attention to Organizational Change
  • 2. Poor Linkage to Business Priorities
  • 3. Lack of Senior Management Support
  • 4. Insufficient Governance, Measurement and Planning
  • 5. Unbalanced Perspectives
  • 6. Organizational Change Capacity Overload
  • 7. Ineffective Communications
  • 8. Insufficient Agility — "Big Bang" Approaches
  • 9. Focus on Tools Too Early in the Project
  • 10. Poor Management of Vendors and Poor Use of Consultants
  • The Bottom Line

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