A recent post by David Mainville on ITSM Portal considers the role of ITIL in delivering effective IT Service Management.

He suggests that a lot of the cynicism and distrust aimed at ITIL and ITSM is as a result of a complete misunderstanding as to what Service Management is all about.  And the result of bad organizational management practices.

Most of the negativity and cynicism towards ITSM, argues Mainville, comes out of poorly executed programs.  ITSM is actually like adopting a healthy lifestyle.   It’s fairly simple, but it takes work and …