Unlearning ITIL Aale Roos @aalem.
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Transcript of Unlearning ITIL Aale Roos @aalem.
Unlearning ITIL
Aale Rooswww.pohjoisviitta.fi@aalem
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 20000 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´sBritishPublic servicesInternal
=> Mainframe
=> Class society
=> Bureaucracy
=> No customers
or suppliers
ITIL
st included some great ideas
Processes
Services
…and thatrestoring serviceand 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
Edition2011
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 + rewrittenremoved
removed or fixed
just one left
BRM StrategyDemand
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
BRM StrategyDemand
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
BRM StrategyDemand
mgmt
Service
Portfolio
Design
coordination
Service
catalogue
mgmt
Service level mgmt
Transition planning and
support
Change
mgmt
You don’t need them
X X X X X X
What is service?
= Definition for outsourcingInternal 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 lifecycleIT manages infrastructure lifecycle
What is best practice?
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 repairservice
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