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
– 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
…and that
restoring service
and permanent removal of causes are two different things
added service
lifecycle
V3
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
2
fixed many problems
0
1
1
for example
• Silly Strategy book with funny examples
examples removed + rewritten
• Two demand –management processes
just one left
BRM added
• Service Lifecycle without Business Relationship management
• Crazy definition for incident removed
• Lost Proactive Problem Management came back + rewritten
• Illogical graphsremoved or fixed
• Overlapping processes
• and so on
Between a customer
need and a new service
there are 9 processes
BRM
Strategy
Demand
mgmt
Service
Portfolio
Design
coordination
Service
catalogue
mgmt
Service level
mgmt
Transition
planning and
support
Change
mgmt
actually 11 but I ran out of space
And all have the power
to stop
BRM
Strategy
Demand
mgmt
Service
Portfolio
Design
coordination
Service
catalogue
mgmt
Service level
mgmt
Transition
planning and
support
Change
mgmt
but none of those creates the new
service, they just make busywork
You don’t need them
BRM
X X X X X
Strategy
Demand
mgmt
Service
Portfolio
Design
coordination
Service
catalogue
mgmt
Service level
mgmt
X
Transition
planning and
support
Change
mgmt
What is service?
= Definition for outsourcing
Internal IT?,
Failed projects?
Service is what IT does
What is service lifecycle?
A ferry & bridge provide same value =
same service
Service lifecycle ≠ infrastructure lifecycle
Business manages service lifecycle
IT 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
1862
Don’t stop there!
We need better terminology
ITIL is not clear
• Event
• Incident
• Major incident
• Problem
• Service
Request
A failed disk is
Service request Infra vendor
Event
Incident
Catastrophe
Service Provider
Service Desk
Customer
We need better processes
fault management = incident mgmt ?
fault
observed
repair
service
restored
customer service = ?
customer
problem
taken care
satisfied
customer
Consumer Contact
•Service request
–request for an activity
–request for a product
–request for a change
•Support request
–help
–unverifiable
–fault
•Feedback
–opinion
–wish
–complaint
27
What now
You are on your own, there
are no textbook solutions
Innovate
Test
Improve
Be brave
Recap
Service lifecycle is
as valid as Soviet
most value in
5-year planning
ITIL is in V2
forget ITIL incident/
service request/
event/ problem
never implement ITIL
thanks