ITIL doesn't add overhead  I'm intrigued by the endless
repetition of the chant "ITIL slows things down". No it doesn't.
Doing things properly slows things down.  Variations we also
hear are "ITIL Gets in the way". or "ITIL adds overhead". I
always tell clients that it is highly unlikely that the
application of ITSM principles will save them money. I think
those who sell ITSM or ITIL as a cost-saving tool are misleading
clients or know little about ITSM. An improvement initiative
will almost certainly add new activities, roles and even tools,
as the client uncovers all this stuff they really ought to be
doing but aren't.  Think of ITIL as your conscience. Or your
Mum.    • You really ought to be analysing UCs to ensure they
match up with your SLA commitments   • All calls should be
recorded   • perform a post-implementation analysis of failed
changes   • how can you allow production changes that have no
backout plan?   • there's no use promising availability levels
if you can't measure them   • it is a good i