"many organizations don???t seem to truly realize that Best Practice is not a one-off implementation, nor is it self-sustaining" That ought to be the consultant's job to implement real cultural change in people and put in place an ongoing mechanism to sustain whatever they build. if software vendors are "box-droppers", too many ITSM consultants are "binder-chuckers" who think delivering means spewing reams of paper. In my consulting practice I call myself the ITIL Archaeologist because half the time my first task is to dig out the ruins of the last investment they made.
Consultants: if you are not enabling the client to realise ROI on what they pay you, then you are stealing.
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