Implementation of ITIL is very often the IT organisation decision that forgets the major supply of best practices : become a service provider to satisfy business organisations expectations. So we must center the ITIL project objectives on the users and customers real needs.

For that, the IT organisation must pass from a technical organisation step (the usual practice in 20th century) to a service provider organisation one. The service level agreements must be correctly translated to the internal IT teams operational agreements and according to their possibilities.

ITIL books well describe the best practices in that domain but badly explains how to implement them. Implement only processes without considering the organisation and the tools and techniques in place is a money and time wastes. Also, after being implemented, their effectiveness must be monitored and the drifts corrected or the processes must be modified to follow the company evolutions. That result will be more the result of an ISO 20000 certification for the IT organisation.

The only way to judge the processes effectiveness is to produce performance indicators to follow the whole. Dashboards that are created will be then used in the processes themselves, in the monitoring of their effectiveness and in the argumented justification of the ITIL project to users and customers and to the good results of the company.