The problem with ITIL and the 'one size fits all' approach!
We have all seen it, where processes have been implemented that just don't work! Companies have spent tons of money on contractors, consultants and tools to ITIL-ify on the march to best practice, the only problem is that in the real word ITIL as an out of the box solution, is not something that can be thrown in and be expected to work.
Don't get me wrong, I am not bagging on ITIL here - it's, in my opinion the best framework for delivering service management out there. But time after time I have seen it implemented wrongly and the consequences can be costly.
As an example, let's take the humble incident process, its not that exciting -'incident is incident' is what I commonly here right..... WRONG! Incident is more that just logging tickets on a helpdesk, what about the intra-process connections to Major Incident, Request, Change and Problem, the workflow needed to manage them effectively - sadly these are things that are often forgotten.
The even bigger issue for most organisations is the toolkit, there are amazing products out there (ServiceNow, Remedy, ConnectWise, AutoTask to name a few) but where real gaps appear is getting your processes into the toolkit and I'm not just talking about development, there is a whole other stream of work that needs to be done to make your processes 'toolkit ready' taking in to consideration automations, notifications, groups, permissions, workflow, approvals, KB, KEDB, CMDB, governance, toolkit limitations and requirements - don't underestimate the mountain of work that needs to be done here it is very real and is make or break!
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