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Meridian Logistics was a company that ran on friction. For twenty years, it had grown from a regional trucking firm into a global supply chain giant, but its growth had outpaced its skeleton. The IT department was seen not as a partner, but as a cost center—a necessary evil located in the basement of their headquarters.

"We are not managing servers," Elena told her staff during a town hall. "We are managing the 'Global Freight Tracking Service.' If the tracking goes down, the service is down, regardless of whether the server light is green." itil strategy

Implementing an ITIL strategy involves several steps, including: Meridian Logistics was a company that ran on friction

"We delivered the quarterly update two days early," Elena said. "And we came in under budget. We weren't lucky. We were strategic." "We are not managing servers," Elena told her