Unlearning ITIL Aale Roos

I will show you: that ITIL has some serious “problems” it is a good idea to unlearn some ITIL concepts

Aale Roos MSc Statistics ITIL Service Manager & Expert ISO Consultant EXIN Professional Speaker at –Pink11 –itSMF: Finland11, Russia12, UK12, Estonia12 –TFT12 ITSM person of the year 2012 by itSMF Finland

Short history of ITIL 1980´s British Public services Internal => Mainframe => Class society => Bureaucracy => No customers or suppliers

I T I L st included some great ideas Processes Services

…and that restoring service and permanent removal of causes are two different things

V3 added service lifecycle and a lot of problems

for example Silly Strategy book with funny examples Two Demand Management processes Service Lifecycle without Business Relationship Management Crazy definition for incident

for example cont. Lost Proactive Problem Management Illogical graphs Overlapping processes and so on Why did people accept it?

Picture by James Finister

Edition fixed many problems

for example Silly Strategy book with funny examples Two demand –management processes Service Lifecycle without Business Relationship management Crazy definition for incident Lost Proactive Problem Management Illogical graphs Overlapping processes and so on examples removed + rewritten BRM added came back + rewritten removed removed or fixed just one left

BRMStrategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt Between a customer need and a new service there are 9 processes actually 11 but I ran out of space

BRMStrategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt And all have the power to stop but none of those creates the new service, they just make busywork

BRMStrategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt You don’t need them XXXXXX

What is service? = Definition for outsourcing Internal IT?, Failed projects? Service is what IT does

A ferry & bridge provide same value = same service Service lifecycle ≠ infrastructure lifecycle What is service lifecycle? Business manages service lifecycle IT manages infrastructure lifecycle

What is best practice?

Cynefin framework 2011

Complex certification scheme No scientific theory No empirical evidence A combination of ideas, current practices, lore

21 years of ITIL At itSMF UK 12 conference 75% presentations about ITIL Many incident /problem management sessions

21 years of ITIL after initial success processes fail ITIL trainers & consultants blame the IT people

ITIL is a stage in the journey Don’t stop there! 1862

We need better terminology ITIL is not clear Event Incident Major incident Problem Service Request Service request Event Incident Catastrophe A failed disk is Infra vendor Service Provider Service Desk Customer

fault observed repair service restored customer problem taken care satisfied customer fault management = incident mgmt ? customer service = ? We need better processes

Consumer Contact 27 Feedback –opinion –wish –complaint Support request –help –unverifiable –fault Service request –request for an activity –request for a product –request for a change

What now Innovate Test Improve You are on your own, there are no textbook solutions Be brave

Recap forget ITIL incident/ service request/ event/ problem Service lifecycle is as valid as Soviet 5-year planning most value in ITIL is in V2

never implement ITIL

thanks