ITIL: Choosing Documentation or Value?

The implementation of ITIL (Information Technology Infrastructure Library) in organisations is often met with challenges, and where I’ve seen these challenges, they primarily stem from a heavy emphasis on documentation and process flow diagrams.? While these elements are essential for structuring IT service management and are vital for passing audits, there's a growing gap between documenting ITIL and actually making it ‘real’.? It is critical that you don’t allow theory to overshadow the importance of human behaviour and human-centred design.

Firstly, ITIL's framework can lead to an over-reliance on documentation.? Organisations often find themselves buried in paperwork, as they try to adhere to ITIL's comprehensive guidelines.? This documentation-heavy approach can be counterproductive, consuming resources and time that could be better spent on more impactful activities.? The focus on maintaining extensive records and process maps often detracts from the agility and flexibility needed in modern IT operations and inhibits you ability to deliver true business value - which is the reason you’re implementing ITIL in the first place right?

Moreover, ITIL’s process-centric view tends to overlook the human aspect of IT service management.? The standard processes and procedures, while methodically sound, often fail to consider the nuances of human behaviour and the user experience.? This oversight can result in processes that are technically efficient but practically cumbersome for the individuals who must navigate them daily.? Most of us have started life in the front line of IT support and be honest - how many times did you reach for the Operations Manual?? How many times do you pick up the manual for electrical devices at home?? Effective implementation finds a way to deliver instinctive processes.

The lack of emphasis on human-centred design is another critical shortfall in ITIL implementations.? IT services are ultimately designed for people, and without considering their behaviours, preferences, and needs, the adoption and effectiveness of these services can be severely hampered.? ITIL frameworks, in their traditional form, do not adequately address how services will be perceived, understood, and used by humans.? This gap can lead to a disconnect between the services provided and the actual needs and expectations of the users.? Sounds like we need XLAs - but that’s another topic!

To truly embed and adopt ITIL processes in a way that aligns with human behaviours, organisations should integrate principles of human-centred design into their ITIL framework.? This involves understanding the end-users, their work environment, and how they interact with IT services.? Tailoring processes to fit the real-world context in which they will be applied is crucial for ensuring they are not only efficient but also intuitive and user-friendly.

In conclusion, while ITIL provides a robust structure for managing IT services, its traditional implementation often suffers from an overemphasis on documentation and process flows at the expense of human factors.? For ITIL to be more effective and sustainable, it needs to be adapted to include a core focus on human behaviour and human-centred design.? This approach will ensure that your IT services are not only well-documented and process-driven but also aligned with the real-world needs and behaviours of the people they are meant to serve - and that is where ITIL delivers real value.