“Can you adopt ITIL outside of IT” was the first question when I interviewed for a service desk job 4 years ago. “No, ITIL is specifically designed for IT”, was my innocent answer back then. It sounded like a crazy idea, then, when I didn’t have a clear understanding of how businesses run.

My bookish knowledge told me that ITIL was meant only for IT, and other departments probably had their own best practice framework.

How very wrong I was…

I failed to see the similarity between an IT Team and other support functions that provide services to employees. I’ve since learned, the nature of work they do might differ, but the relationship with internal customers is the same.…