Accidental ITIL: the unintentional and sporadic use of best practices during an IT project, often resulting in successful outcomes, but with room for improvement when later reviewed against ITIL v3 publications.

The following is a series of articles that discusses the “Accidental ITIL” phenomenon and how to move from the occasional use of best practices to a purpose-driven approach that more thoroughly integrates service management concepts into all aspects of service delivery and support. The articles have been written by Forrest Shue, an ITIL Expert who manages Delta’s ITSM Center of Excellence.

White Paper Number One: "Accidental ITIL" Part 1 - Service Strategy

White Paper Number Two: "Accidental ITIL" Part 2 - Service Design

White Paper Number Three: "Accidental ITIL" Part 3 - Service Transition

White Paper Number Four: "Accidental ITIL" Part 4 - Service Operations

White Paper Number Five: "Accidental ITIL" Part 5 - Continual Service Improvement