There is much discussion of which processes to start with in ITIL, or what order to do them in, or whether to do them at all, or how to decide. If the decision on which processes to reengineer is driven by a business case then the right ones will be chosen: those where ITIL will yield a return to the business.
FTM: Find The Money.

This is a podcast of the original article: "When you don't run IT as a business, the inevitable results: bad business decisions".

When you are building a business case for ITIL (or anything), it doesn't matter if it is intangible Value or $$$Return that the proposal is offering if that is not what the business wants at this time.

This article has been podcast

An insightful remark at the IT Managment Forum set off today's train of thought:

I have been discussing ITIL ROI with the Spanish ITIL community, via Antonio Valle's blog with the magnificent name "Gobierno de las TIC. Conocimiento Adquirido". I was asked the question “How is the relationship between an architectural project and a house?”.

Unless one is setting up a data centre from scratch, I don't think the architect analogy fits. An ITIL adoption is usually more like renovations.

This article has been podcast

Perhaps the saddest sight in the ITIL world is organisations that adopt ITIL processes when the old ones were working OK. Don’t tell me it doesn’t happen.

This article has been podcast

Since this is a skeptical blog, it is high time we examined the evidence. Where is the evidence for the benefits of ITIL? There isn’t any. Not the kind of hard empirical evidence that would stand up in, say, clinical trials. There is more evidence for quack alternative medicines than there is for ITIL.