Does ITIL live up to its promise? In practice, do organisations derive real business value from their investments in ITIL-based transformations? Or are such programmes just work-creation schemes for the IT masses or perhaps they provide the foundations of empire for the budding Napoleons amongst the IT management classes.

Xantus has observed many organisations in the UK and around the world that have trodden the ITIL path and most of them would acknowledge that they have gained much less value than they had expected. Processes and working practices have changed but the step-changes in efficiency, quality and capability that were expected have not materialised.

The key question is: what determines the outcomes and differentiates the minority of ITIL programmes that deliver significant business and shareholder value from the majority that do not? Based on Xantus’ experience and observations there are several critical factors that determine the degree of success...

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