The pitfalls of ITIL

Concentrating too much on performance

According to Fry, most IT monitoring activities concentrate on performance, while ignoring quality and processes. For example, most service desks can report how quickly they escalate incidents, but few can report how often they escalate incidents to the wrong person. "Organizations need to spend more time on improving quality as part of implementing ITIL," he adds.

Being too ambitious

Says Fry: "ITIL consists of ten service management processes. Many organizations attempt to implement too many processes at once, causing confusion, staff unrest, and poor integration between the processes."

Failing to maintain momentum