Finally change management and organizational culture counts toward
performance expectancy of the employee. The organization is better off representing
ITIL as a project rather than a usual business (Cater-Steel, 2006). This means that ITIL
implementation should go through a business case representing benefits, risks, costs,
and schedule, a solution development and a service design for continuous improvement
(Cater-Steel, 2006). The highlighted benefits of ITIL in the business case shall be
aligned with the employees’ interests. Alignment of ITIL benefits with the employees’
interests shall help them better realize the benefits of the execution of their daily duties
through ITIL (Cater-Steel and McBride, 2007).