ITSM QuickStart Guide

They expect to find a decent assortment of entertainment as a result of becoming a Netflix customer

Second, and finally, the Service Manager must answer two basic questions about the IT department’s capability (and responsibility).
How is the service supported?

A good Service Manager must understand at least this much about his customer’s experience.
What service is the customer expecting and how is it delivered?
How is the service used?
How much does the service cost

One highly effective way to deal with the naysayers and signal to your team that the company is serious about these changes is to invite outside experts to talk about ITIL

16 Neven Zitek, “ITIL Service Automation – Are we even needed anymore?,” 20000 Academy (July 2014): http://advisera.com/20000academy/blog/2014/07/22/itil-service-automation-even-needed/

ITSM in many important ways is a culture shift, and cultural shifts require behavioral shifts.