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(1) Management and employee commitment: the first step in the ITILimplementation roadmap is the high commitment from both the managementteam and the employees. The management commitment will give importance tothe project, which will eventually help in getting employees commitment. It iswidely recognized that management commitment and support is essential forany major process improvement initiative. Without demonstrated commitmentand direct participation from the management, a process initiative or culturalchange is severely constrained and will most likely fail as shown in the casestudy. It is also wise to make several team members go through an accreditedITIL training program to champion the ITIL initiative. Employees will become
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