At its heart, ITIL is about changing people not process, writes ITSM Watch columnist Rob England.

ITIL is a transformation rather than an implementation, i.e. the cultural change of the people is the ultimate objective and the most important part. Don't get fixated on processes or, worse still, technology. Make sure the major spend is on people-change else failure or atrophy is the result.
To hear the vendors tell it you might be excused for thinking ITIL is a 'skin' of their technology. And to hear many experts and books tell it you might get the impression ITIL is about processes. But it isn’t. ITIL is about changing the way people think and behave; changing 'the way things are done around here'; changing what GamingWorks calls ABC: Attitude, Behavior and Culture. Read Rob England's article at ITSMWatch.