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Finally change management and organizational culture counts towardperformance expectancy of the employee. The organization is better off representingITIL as a project rather than a usual business (Cater-Steel, 2006). This means that ITILimplementation 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 bealigned 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 dutiesthrough ITIL (Cater-Steel and McBride, 2007).
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