“There’s something very disquieting happening in the IT Service Management arena. During the past few years I’ve watched with concern as a number of mistaken beliefs around the IT infrastructure library (ITIL) have taken root and proliferated. Now, fuelled by a dedicated and vociferous band of followers, the ITSM industry is in danger of believing its own myths, and seems to be riding a roller-coaster that is going to lead eventually to customer disenchantment and, I suspect, customer backlash reminiscent of the CRM phenomenon.”
ITIL out of the box?
And other myths…
Tom Weston, Chairman of Sunrise, shares the list with Support World.