What does it mean to “adopt and adapt” an ITSM framework like ITIL? This question has come up recently in several of my classes. It is not an easy question to answer but one that needs to be addressed early on in any ITSM implementation effort. The first consideration is the adoption of a framework or perhaps even more than one. Yes, with an ITSM implementation we are not limited to taking on the advice and best practices of only one approach. When we “adopt” a framework, we make a commitment to use the methods, means and approaches laid out within a given framework. This commitment includes being willing to go as far as redesigning how and why we undertake activities and efforts within our organizations. If we want to “adopt” and ITSM framework, but we do not change the fundamental way we approach things, then we have not really adopted an ITSM framework. Adoption requires a fundamental willingness to see things from a new perspective. If you want to redesign your living space you