"IT can serve effectively, 'without surprises' if the business determines the expectations to IT services in advance and exactly, indicating the critical systems and the related services (SLA, availability etc.). Tasks of IT are ensuring the continuous accessibility of these systems and the reliable availability of the related services; measuring the service parameters, testing the services regularly involving the business side (BCP/DRP) and managind the process improvements.

"Localization of service management consists of exactly planned, well-structured steps, whereon the communication between business and IT can be placed in a new platform. Service units serve the business units  - as business is the internal orderer - in such a way that the requirements regarding to the customers will be clarified besides the orderers' expectations.

"IT cannot find out what is the good service like for the business. The hardest task of the service management is - as the engine of the conscious, even ITIL based IT operation for - delivering any earnings to the business involving their existing capabilities in service catalogue and service level agreement.

"The most important touching interface between business and IT is the service management whereby the IT can become countable, transparable and measurable operating services supplier in reproductable quality for the business."

"For the business, ITIL means nothing and it is in order. Just because something is 'ITIL' it does not mean that it serve the requirements of business areas in appropriate level. Just because I have a cookbook at home it does not mean I can cook at all.

Responsibility of IT is to make their activities transparent, in order to let the business know what is the profit that should thank IT services. "

"Service can be expected from the IT area at the same degree and with consciousness as the business handle it. IT must answer to business's expectation just only in a level that the business expect.

Business must have exact conception about what kind of service they would like to get in what quality level for the IT, and IT must transform to business level their services."

"Service management is like a car for business that bring them from "A" to "B". Business don't care about the manufacturing process of the car, the tasks of IT. But, if the car cannot function in two cases from three because of a wrong carburetor - and the customer was not informed at purchasing about the danger can arise from the wrong carburetor - , then the business, the owner of the car will become more and more interested in how the carburetor is produced, what is the process, the technology, and what caused the problem.

"Responsibility IT and ITIL - as a directive model of IT - to make business informed about what IT serve; and business should determine based on it how IT should contribute to business success factors. If it is missing, business cannot exhaust the advantages and possibilities reside in it.