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I can tell you how many companies think the tools they drive ITIL processes. That's a completely backwards way of looking at things. The process should drive the tool and if the tool doesn't fit YOUR processes, it might be time to look for another tool.

It irritates me that companies won't change their processes too. It's a cultural shift and it requires a lot of effort to train the staff, but the main part it MUST be from the top. If the execs don't push ITIL down, it'll never gain traction.

ITIL is a lot like spinach to a 5 year old. You don't want it, but it's good for you and you need it.