I have applied ITIL Service Management methodology extensively in my previous and current work capacity. Both organizations face the same pressing problem – staff are continuously firefighting and customer satisfaction is close to ZERO. Customers are so used to IT incompetencies that they either find their own solutions outside or they just live with it. In both organizations, the root cause of continuous firefighting (instead of continual improvement) is rampant unmanaged changes made to the IT infrastructure. Read on to find out the 3 basic rules of ITIL framework implementation and my real life experience in building up the framework from scratch.