Getting people prepared

Despite having a significant improvement, Mok said the process of complying with ITIL is challenging. With a large number of staff, arranging them for training and developing new processes, as well as training business users to comply with the new processes, is a corporate-wide initiative.

"It is more like developing a new corporate culture," she said, "instead of an initiative to comply with best practice frameworks."

Suen from itSMF agreed that ITIL adoption involves changes to IT operation processes, changes which some IT staff may be reluctant to follow.

"Making changes sometimes means a delay [to complete a project] and longer working hours," he said. "It's important that IT managers encourage its staff to appreciate the idea of new IT processes."