Implementing ITIL

ITIL is a set of IT service best practices which cover the whole service lifecycle. Processes from incident management through to IT service continuity can be defined in the organisation. Using ITIL process guidelines, an IT department can improve the quality and efficiency of IT services. But how do you go about implementing ITIL? Where do you start? How do we change the way IT staff do things? At the heart of ITIL implementation will be a process of reviewing current practice, comparing it to ITIL and developing new improved processes.

Question:
ITIL: Using several case studies, explain how ITIL can be implemented in a medium sized IT organisation. Identify some good starting places, discuss the role of a service management system (such as Hornbill, ServiceNow or Marval) in ITIL implementation. Outline steps in implementation and identify the best places to start.