What is the best approach to implement ITIL / ITSM?

I have already implemented ITIL several times and followed the aprroach below.
I do not want to say this is the best and the only way but it worked to me.1.) The ITIL implementation should be a formal project Create a project team, assign project manager, executive sponsors, program sponsors, process owners, create strategic plan and vision,2.) Takes time to planning This implementation takes longer time and need a lot of resources.
It's not a month project.
Sometimes could take years.
And need a lot of resources.
Costs like project cost, education costs, purchasing new or udgraded equipments and even you may have to use external experts too.
Also need to change the organization as new tasks and jobs should be implemented together with ITIL.3.) It will require huge training program.
All IT employee should be involved from the very basic level to the top management.4.) Be aware that the implementation will change far more processes then just implement ITIL ones Just some examples: HR: support new organisation, new job roles and responsibilities People: new roles, new job descriptions, new relations Technology should support new processes Interrelationships with other business processes5.) Very high level and strong communication Communication should be planned and define what should be communicated, when and who will do it.
It should happen often and use as many type of media as you can.6.) Management involvement and commitment The whole implementation should start on the top.
Senior management should often demonstrate their visible commitment to the implementation.7.) Huge resistance As usual and regarding to all changes people perceived it as threats.
But it can be predicted and a good targeted communication can manage it.8.) Everyone should be involved Everybodey can have good idea and ontribute.
People should get opportunity to share their thoughts and raise their ideas.
So, the implementation of ITIL is very complex and touch all people and all level and area of the organization.
But I can tell you .....
It worth!

select the few processes which can be implemented in organization , must be phase wise.

Think big...
start small

1.
Approach ITIL implementation as part of the IT-wide strategy, and use it to guide all other strategic initiatives.2.
Consider the post-ITIL organization before completing the process design.3.
Engage, engage, engage.
Continuous communication is required at all levels of the organization.4.
Set realistic expectations about benefits realization and establish a baseline from which to monitor improvements.5.
Engage existing suppliers early.6.
Identify and deliver the quick wins.7.
Maximum benefit can be only achieved if the impact each process has on another is understood.8.
Prioritize process selection based on current maturity; don't bite off more than you can chew.9.
Use success as a springboard for further improvement.10.
Combine process and tool activities from day one as part of a single solution approach.
Implementing ITIL is not just about evaluating and revising processes, it's about change: changing the way people work and are rewarded; changing technology platforms; and changing behaviors across an entire organization.

Step1: Buy In from Management Step2: ITSM Policy for your organization identifying the scope and the processes you will implement in future, departments? units? services you will target.
Step3: Establish IT SM Office.
Small group of people Step4: Establish Roles (Functional) Change Owner, Process Owner, Process Manager etc.
Step5: Start with Interaction (User Trouble Ticket, Help Request, Service Request) Process.
Step6: Establish Service Catalog Step7: Establish Service Target Times (SLO's) in case of user query (Service Request Fulfillment) Step8: Incident Management Process Step9: Change Management Process Step10: Problem Management Process Step11: Establish SLA, OLA, UC.

The Very first step should be to begin ITIL process implementation on your own self...