Adopting ITIL is never finished as you will always adapt your processes to new situations, the big benefit is that you do it in a controlled way, and not on an ad-hoc basis.

—Pink Elephant¹

From the day of go-live people will report issues and suggest enhancements. Part III covers how to go about fulfilling them while maintaining a stable live environment, and how to manage developers and stakeholders.

Chapter 8: Customization process

Chapter 9: Confidentiality

Chapter 10: Fluid collaboration

Chapter 11: More customization examples

Chapter 12: ServiceNow jargon