ITIL implementations are projects like any other and should be treated as such, writes ITSM Watch columnist Hank Marquis.

"To me then, it seems that a lack of basic project management skills are to blame for ITIL failure, not management commitment."................."The goal of the Continuous Service Improvement Program is precisely the answer to this issue. It seems IT doesn’t understand the "5 P's"—Prior Planning Prevents Poor Projects", states Marquis.

In his article The 3 keys to ITIL success, he decribes the key activities in planning project communications.