A Pragmatic Approach to Implementing ITIL: Part II -- Process Development and Success

by J. Benjamin Moore Jr.

In Part I of this two-part Executive Update series, I provided an overview of the methodology and approach used to develop detailed business processes for managing an IT environment, specifically related to the IT Infrastructure Library (ITIL) and its service management component. A real-life case study was presented, describing one of my clients -- a large organization with more than 50,000 employees that had limited understanding of ITIL or the benefits of service management. Here in Part II, I continue examining this case study and discuss the resolution of some difficulties in process development for this client, how processes were implemented, and how to measure success.

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A Pragmatic Approach to Implementing ITIL: Part II -- Process Development and Success1 November 2006