Guiding Principles

The journey to adopt a service‑oriented approach to IT, as embodied in IT service management (ITSM), is not a matter of installing software or changing the design of the infrastructure. At the heart of ITSM is a powerful cultural shift from focusing on technology to focusing on services. This means concerning ourselves with the outcomes that technology must enable for the customer, how that will deliver value, and dedicating the service provider to continual improvement. This white paper provides 9 guiding principles to successfully implement ITIL. The first three are:

  • Focus on value
  • Design for experience
  • Start where you are

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