I am completing a subject at Uni this coming semester which covers two of the ITIL foundation exams.
I spoke to our IT Director last year about ITIL and she said that “we won’t use it because it’s too cumbersome”. She later indicated that we can use parts of the ITIL. The company I was with at the time was worldwide with 14,000 employees. There was no IT operations manual at all for us to follow. All of us Regional and Country IT Managers had to wing it and use our experience to manage problems. As they say; The rot sets in from the top (even in IT).
I am wondering if people have completed these ITIL courses/exams and what the new knowledge meant to the management of your IT department/service delivery.
Did it allow an introduction of good practices to the department or did it introduce problems?