What if people don’t have time to participate in the assessment?

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Ensure management or sponsors support the assessment before starting the assessment. 

Make use of the project kick-off meeting to educate all staff who will be involved in the assessment about ITIL and the benefits of conducting a process capability assessment. The process capability assessment kick-off meeting aims to develop awareness for the assessment, build a shared vision, and set the scene for the upcoming assessment.

People will not change the way they work unless they are convinced where they are going, why they are going there, and what is expected of them along the way.

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