While the IT Infrastructure Library (ITIL) framework has become the de facto standard for ITSM best practices guidance, many attempts to apply ITIL guidance to real-world IT infrastructures fail to meet expectations. Why is this so? Of course, best practices content alone does not necessarily lead to best practices implementations. The application of best practices needs to embody a holistic approach that incorporates people, process and technology or its success is likely to be limited. But even when an approach takes this into account, success is not assured. One significant factor seems to be a mistaken understanding of the role and application of ITIL education and training in the transformation process.
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