Implmenting ITIL
I agree with your position. Our IT operations is moving toward ITIL based processes and it has been a challenge to implement some of the processes - understanding that we were moving from silos to cross functional operations was a challenge by itself. Product Line managers have begun to embrace the changes in process and the accountability (metrics/KPIs) that are assigned. Our service continues to improve and we obtained out ISO 20000 certification this past August.
Critical to remember is ITIL is a framework and each process has to be reviewed and adopted to work with the organization - remember every process requires the Plan (Plan/Policy), Do (implement), Check (metrics/monitor) and Act (improvements/reviews).
