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Is it time for a two-speed ITIL?

There is a belief outside of the ITSM community that all practitioners of ITIL are united in what they have for objectives, processes, and expectations for the future. Just take this blog post by Stuart Rance for example. When asked what he thought the ITSM community was looking forward to from ITIL, he had to pause. It was then that Rance realized the “ITSM community” didn’t have a single voice – it is made up of many people looking for different things for varying reasons. Rance breaks up the ITSM community into two groups: One group includes training organizations, exam institutes, tool vendors, and organizations that have made investments in developing ITIL related solutions. These organizations are looking for stability, so that they can realize some value from the large investments they have made in ITIL related products, services and solutions. There was a major release of ITIL in 2007 and a smaller release in 2011, and they really need time now to consolidate their work and extract value from it. The second group includes organizations that are creating and adopting new ways of working to create increased value for themselves and their customers. Some of these are using DevOps and Agile to deliver very rapid rates of change for their customers, some are using complex multi-supplier relationships to create value, and some are adopting BYOD to increase productivity of their users. What does this distinct separation mean? According to Rance, two different sets of ITIL publications. His argument is that a single set of best practices couldn’t possibly satisfy the needs of the two groups. The “ITIL Fast Track” publications could fundamentally change the way people view and use ITIL, and that might be an interesting development for ITSM as a whole.  

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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