Effective  information  technology  service  provision  is  key  to  the  success  of  organisations.  This paper presents results from five Australian organisations that implemented the Information Technology Infrastructure Library (ITIL).  As  a  consequence,  all  these  organisations  have  transformed  their  IT  service  management  to  provide significant  benefits  to  their  organisations,  such  as  more  rigorous  control  of  testing  and  system  changes,  more predictable infrastructure, improved consultation with IT groups within the organisation, reduced server faults, seamless end-to-end service, documented and consistent IT service management processes across the organisation, and consistent logging of incidents. Key success factors for ITIL implementation include effective engagement of the personnel affected, support from senior management and communication of results.