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What Next For ITIL?

Road_signWhatever is next for ITIL, Stephen Mann believes that it will involve a good look back before any movement forward. In fact, he goes as far as to state in this blog post that ITIL is at a bad place right now, having “ballooned in size” between V2 and V3. Mann goes on to list some of the problems that ITIL is having, including the fact that many organizations never get past the reactive elements like incident management and problem management (and never get to the proactive elements of ITIL like capacity management, financial management, or continual service improvement).  He goes on to explain that many I&O organizations say they are doing ITIL, but in fact are only doing some parts of ITIL: I&O organizations often overstate where they are with ITIL. They say “we do ITIL” but what this really means is that we have adopted the reactive processes mentioned above. There is also a misconception that everyone else is doing it and doing it right. This myth needs to be debunked. This is then magnified with ITIL v3 where I&O organizations say that they “do ITIL v3″ when in reality they still do what they did with ITIL v2, have sent people on ITIL v3 training, and have bought a service catalog. But they haven’t necessarily collectively understood and subscribed to: firstly, the concept of IT delivered as a service and, secondly, the concept of the IT service life cycle. Customer-focus is also still often lacking. Mann lists other problems, like the loss of momentum once ITIL consultants leave the organization. He then goes on to explain what needs to change, including how ITIL is presented to I&O organizations, how the ITIL message and education is delivered, and recognizing what kind of support is available within organizations when adopting ITIL practices.

About Matthew Kabik

Matthew Kabik is the former Editor of Computer Aid's Accelerating IT Success. He worked at Computer Aid, Inc. from 2008 to 2014 in the Harrisburg offices, where he was a copywriter, swordsman, social media consultant, and trainer before moving into editorial.

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