What are the challenges of implementing ITIL?
There are many indeed, the main one is buy-in. This must be achieved at all levels both financially and culturally. The former is difficult in itself, as justifying a return on investment can be complex due to the tangible and intangible nature of the benefits likely to be achieved. Increased availability to a bank could mean saving hundreds of thousands of pounds or not losing customers, but assessing and measuring the return on such a benefit would be a massive challenge. It is also important not to try to implement everything at once it will not work! ITIL is a framework that allows you to implement a series of targeted improvement programs. Choose an area, measure where you are, decide where you want to be and look at the gaps. Remember that quick wins can provide confidence and a springboard for larger improvement programs.
