Conclusion: Many organisations have made a major commitment to ITIL to lift their IT service delivery1 capabilities. ITIL is valuable in providing a lingua franca for IT service delivery professionals and is an excellent frame of reference for process improvement. However, a single-minded focus on ITIL to improve service delivery is akin to taking vitamins as the only strategy for improving our health. Extending that analogy, establishing an effective IT service delivery strategy first requires a general medical examination. Then, using the results obtained, a holistic and targeted program can be developed aimed at improving overall health outcomes.

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