Overcoming Resistance in Implementing ITSM based on ITIL

Presented by

Seyi Okanlawon

About this talk

In order for ITIL adoption to be successful, the cooperation and commitment of the stakeholders (i.e. management, users and service providers) is required. Increasingly, more and more ITIL evangelists are finding out, almost belatedly, that despite the inherent benefits of implementing ITSM based on ITIL, it is usually not easy getting the necessary cooperation and commitment from stakeholders for its success. Resistance to adoption is usually intense where the initiative is not from top management. This had been known to be a cause of frustration and distress to a good number of ITIL evangelists and consequently, some have had to abandon their attempt of adoption. The resistance is usually born out of several reasons some of which may be rooted in existing corporate culture or personal fears. To secure the necessary cooperation and commitment, the Evangelist must turn to a sales man, matching the features of the product (ITIL) to the pains of the stakeholders and presenting to them in a language that they understand to secure their buy-in. The presentation intends to explore how to go about understanding stakeholder’s pain(s) and matching ITIL features to eliminate the pain.

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