We may be calling our constituents customers but too often we treat them as users. How and why should we induct our customers into our ITIL® initiative? What will they get from it and how will they benefit? How can we build a plan to induct our customers and what should such a plan contain? If we want our ITIL® initiatives to succeed then we must get those customers on board with actions and not vacuous words. This session takes a looking glass approach, from a customer’s viewpoint; and then suggests how to build and present an ITSM Business Induction Plan.