A Manager should be able to halt and exit the ITIL® Project at any point, losing few progress as a result. Our objective as designers is to deliver, not punish – and many ITIL® Projects force Managers to Manage for extra milestones, until they can reach a “save ITIL® Project point”, forcing them to recapitulate the work if they quit prematurely, in frustrating repetition of now-familiar events. It’s a commercially important rule, akin to the old adage, “the customer is always right”. Managers have been known to give up on ITIL® Projects that did not follow this rule, and even never to return to ITIL® again.
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