I must confess that I am still hung-up on V2 Service Support. I barely utilized or implemented the Service Delivery processes (save for SLM). I believe as an organization, we did very well. We were organized and quite mature in our approach to IT Service Management.

What value then is there in implementing, say, Demand, or Knowledge or Access or Service Validation & Testing, etc, when your support processes are still not mature enough? Our Technical people are still struggling to "follow" the basic support processes. As service managers, we are still trying to get the processes to work, trying to make them more practical and beneficial. How then do I go about introducing all these new processes?