Training important

Providing training is a good way to get IT staff prepared for change. "Training is definitely useful," said Suen. "It's not only easier for management to introduce change, but also useful for the individual's career development."

He added that the ITIL training business is booming in Hong Kong. Providers ranging from IT vendors to other technology training institutions are offering foundation and management level courses as well as online assessments for certification.

Suen, who is also manager of IT operations at HKJC, said training has significantly enhanced communication and speeded up operations within the IT shop.

"By having the same definition on certain incidences [using] a dedicated procedure," he said, "communication is much easier and more effective. We no longer need to discuss what processes are involved."