Virtually every large, complex IT organization has some commitment to leveraging ITIL best practices.  To a great degree, technology vendors have imbedded “ITIL” best practices in their products.  Many organizations have undergone expensive, multi-year ITIL “transformations.”  Very few have completed the ITIL journey – delivering IT as a service. 

So what could be missing?  The business value of ITIL is missing.  While many organizations claim improvements from ITIL, and much technology has been deployed in pursuit of ITIL, after all the work that has gone into ITIL alignment few can quantify a defensible return on investment. 

Why is this? There are five reasons why...

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