How does ITIL affect the organisation?

[Chrissy]

This is the title of my dissertation. I wish to gain primary data of quantitative value from people who have had past and current experience with ITIL implementations within organisations.
Do you feel that ITIL depends primarily on the knowledge of the management in charge or the acceptance of the employees within the organisation?
How does ITIL affect changes within the organisation? Can it assist with change or is there generally no connection between the two factors?

I need to also ask management levels of an organisation questions with regards to the above title. I am not sure what kind of questions would be appropriate and I was wondering if some suggestions could be made as to how many questions to ask so as not to deter management from responding to my e-mails that I send out, as well as, what questions would provide suitable answers which could then be analysed.

If you could assist me I would be very grateful. I am contactable on:
christina.layton@yahoo.co.uk

[Yorkie]

Hi,
For speed you may wish to refer to ISO2000 to look at the support ITIL provides to this standard, Dr Jenny Dugmore has done a lot of work on this ( search her on the WWW ). Also, the ITIL book The Bussiness Perspective ISBN 0113308949 would help formulate questions.

I suppose a good icebreaker would be "So why do you think you need to improve Service Management?"

Hope this helps