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Fix change not ITIL

The IT Skeptic, with his typical wit and biting criticism, addresses the almost constant barrage of suggestions and changes that people bring up with ITIL. Instead of this, he states, we should be more focused on changing ITSM behaviors. Redefining ITIL doesn’t help anyone in getting better at ITSM. Point in fact; making a new ITIL model should be the last thing on anyone’s mind, according to the post:

The practices and techniques do exist for changing behaviour, for getting an organisation to adopt new practices. “Practice practices” as it were, meta-practices, practices about creating practices. But I'm not aware of a body of knowledge that systematically assembles them and structures them. Karen Ferris' Balanced Diversity is well on the way to it though. It is progress, it is the future. This is where we should be directing all this passionate energy, yet most ITSMers don't get it, and don't even know Karen's work exists. We remain bogged down in “how can we make ITIL better” or “what can we replace ITIL with”. It doesn't matter whether it is ITIL, Agile, Lean, DevOps etc they don't work if they aren't absorbed by the team, and they are a waste if effort if they don't stick.

The post then ends on a very poignant note: the changes that are now being seen—the use of Kanban, incident flowcharts, and change binders—all of them are likely to fade away as much as anything else. What remains are the attitudes and behaviors that people bring to ITSM, and that’s where the real changes must occur. 

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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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