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Chapter 11 discusses how to set about planning and implementing the project of introducing Service Management. Within this chapter we look at how to build commitment from management so that they will provide the necessary funding and communicate support for the project.
What you need to know first is the benefit of using the method and how to market the message of those benefits to your organisation. These issues can form part of a business case for process implementation or improvement. An important part of the business case is likely to be concerned with articulating the problems with the current position and demonstrating the benefits of the new vision. A business case should look at the benefits, disadvantages, costs and risks of the current situation and the future vision so that management can balance all of these factors when deciding if the project should proceed. Appendix E provides some costed examples for developing a business case for introducing ITIL into an organisation.
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