In my experience ITIL has also been a framework that allows support staff and IT staff to hold their ground against unreasonable demands from the business and implement real solutions to technology problems as opposed to "quick fixes" and "WE WANT IT NOW CUZ IT'S COOL!" demands.
I have worked in an organization that used "business-serving changes" as a an excuse to destroy, bypass, or override nearly every standard IT tried to implement (hardware, software, authentication systems, storage systems, etc.). That company failed and was purchased by a company that lives and breathes ITIL in the support model.
I made the transition to the new company and not only is life better for IT staff, but in the long run the BUSINESS is happier because they get a stable environment, and they actually get better support and new technology FASTER because there are defined standards for support which feed into defined standards of technology. When a standard is upgraded, we know what our upgrade path is, and we know it can be applied to a very wide swath of our deployed systems. This allows us to move along that path much quicker.
We DO still have a proess for allowing business units and various app devs to request "special" equipment or services, but since we do charge-backs this is VERY "expensive" budget-wise for those requesting it. The ITIL framework gives you the