unlearning itil
DESCRIPTION
Unlearning ITIL. Aale Roos www.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 - PowerPoint PPT PresentationTRANSCRIPT
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Unlearning ITIL
Aale Rooswww.pohjoisviitta.fi@aalem
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I will show you:• that ITIL has some serious “problems”
• it is a good idea to unlearn some ITIL
concepts
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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
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Short history of ITIL
1980´sBritishPublic servicesInternal
=> Mainframe
=> Class society
=> Bureaucracy
=> No customers
or suppliers
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ITIL
st included some great ideas
Processes
Services
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…and thatrestoring serviceand permanent removal of causes are two different things
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V3added service
lifecycle
and a lot of problems
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for example• Silly Strategy book with funny examples• Two Demand Management processes• Service Lifecycle without Business Relationship Management • Crazy definition for incident
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for example cont.• Lost Proactive Problem Management• Illogical graphs• Overlapping processes• and so on
Why did people accept it?
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Picture by James Finister
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Edition2011
fixed many problems
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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
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BRM StrategyDemand
mgmtServicePortfolio
Designcoordination
Servicecatalogue
mgmt
Service level mgmt
Transition planning and
support
Changemgmt
Between a customer need and a new service there are 9 processes
actually 11 but I ran out of space
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BRM StrategyDemand
mgmtServicePortfolio
Designcoordination
Servicecatalogue
mgmt
Service level mgmt
Transition planning and
support
Changemgmt
And all have the power to stop
but none of those creates the new service, they just make busywork
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BRM StrategyDemand
mgmtServicePortfolio
Designcoordination
Servicecatalogue
mgmt
Service level mgmt
Transition planning and
support
Changemgmt
You don’t need them
X X X X X X
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What is service?
= Definition for outsourcingInternal IT?,
Failed projects?Service is what IT does
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A ferry & bridge provide same value = same service
Service lifecycle ≠ infrastructure lifecycle
What is service lifecycle?
Business manages service lifecycleIT manages infrastructure lifecycle
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What is best practice?
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What is best practice?
Cynefin framework 2011
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Complex certification scheme
• No scientific theory• No empirical
evidence• A combination of
ideas, current practices, lore
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21 years of ITIL
• At itSMF UK 12 conference 75% presentations about ITIL
• Many incident /problem management sessions
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21 years of ITIL
• after initial success processes fail
• ITIL trainers & consultants blame the IT people
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ITIL is a stage in the journey
Don’t stop there!
1862
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We need better terminology
ITIL is not clear• Event• Incident• Major incident• Problem
• Service Request
Service request
Event
Incident
Catastrophe
A failed disk isInfra vendor
Service Provider
Service Desk
Customer
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fault observed repair
servicerestored
customer problem taken care
satisfiedcustomer
fault management = incident mgmt ?
customer service = ?
We need better processes
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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
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What now
Innovate
Test
Improve
You are on your own, there are no textbook solutions
Be brave
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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
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never implement ITIL
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thanks