The article reports on ITIL implementation in Maersk Oil. We analyze the values embedded in ITIL, compare them to Maersk Oil's organizational culture, identify implementation challenges, and discuss how to manage these. The contribution of the article is: (1) identifies the values underlying ITIL, (2) discusses how to overcome cultural incongruence through business process implementation, and (3) highlights implications for managers trying to improve processes through the use of quality management standards and process models.