(1) Management and employee commitment: the first step in the ITIL
implementation roadmap is the high commitment from both the management
team and the employees. The management commitment will give importance to
the project, which will eventually help in getting employees commitment. It is
widely recognized that management commitment and support is essential for
any major process improvement initiative. Without demonstrated commitment
and direct participation from the management, a process initiative or cultural
change is severely constrained and will most likely fail as shown in the case
study. It is also wise to make several team members go through an accredited
ITIL training program to champion the ITIL initiative. Employees will become more committed if they are directly involved and get noticed by the management.
In addition, management commitment shall facilitate the implementation of ITIL
by providing the needed support like funding, resources, and required training.