Barclay Rae, author of this blog post, recently meet with Service Catalog Community </em>creator Rodrigo Flores and discussed how ITIL and ITSM is shaping (or staying behind) in the new cloud and agile world. According to Rae's post, the two were at a crossroads when it came to how many “cutting edge” IT groups they helped compared to all of the IT organizations that looked like 1980 legacy system throwbacks. Often the same organization has both cutting edge ideas but old methods:
The gap is tangible and has definitely widened in recent years — of course there are many organisations that are somewhere in between the “bleeding edge” and the “80s legacy”. But for me and many of us, in the industry it's becoming quite a schizophrenic multi-speed existence — on the one hand going to events and conferences, talking on podcasts etc, about the new scary world that's here already and with many more implications for jobs and careers. Yet at the same time then spending much of our working life with clients and organisations that don't entertain any thoughts or concerns about these issues and still seem to be sailing blithely and perhaps blindly on the ITIL galleon and heading towards extinction.
But Rae doesn't necessarily buy all the hype: he heard that the helpdesk would disappear in a few years, and that was back in 1990. The way he sees it, there really isn't a right or wrong way to be cutting edge or legacy. It comes down to the business: are you able to complete the work that business needs, and are you able to do it effectively? If the answer is yes, then why fix what isn't broken? Surely, there is a chance that other companies may implement newer solutions, but you aren't trying to keep up with the Joneses all of the time. Sometimes it just is a matter of making sure you are able to pace your IT department to the needs of the company.