Unlearning ITIL Aale Roos www.pohjoisviitta.fi @aalem I will show you: • that ITIL has some serious “problems” • it is a good idea to unlearn some ITIL concepts Aale Roos • MSc Statistics • ITIL Service Manager & Expert • ISO 20000 Consultant • EXIN Professional • Speaker at – Pink11 – itSMF: Finland11, Russia12, UK12, Estonia12 – TFT12 • ITSM person of the year 2012 by itSMF Finland Short history of ITIL 1980´s British Public services Internal => Mainframe => Class society => Bureaucracy => No customers or suppliers I T I L st included some great ideas …and that restoring service and permanent removal of causes are two different things added service lifecycle V3 and a lot of problems for example • Silly Strategy book with funny examples • Two Demand Management processes • Service Lifecycle without Business Relationship Management • Crazy definition for incident for example cont. • Lost Proactive Problem Management • Illogical graphs • Overlapping processes • and so on Why did people accept it? Picture by James Finister Edition 2 fixed many problems 0 1 1 for example • Silly Strategy book with funny examples examples removed + rewritten • Two demand –management processes just one left BRM added • Service Lifecycle without Business Relationship management • Crazy definition for incident removed • Lost Proactive Problem Management came back + rewritten • Illogical graphsremoved or fixed • Overlapping processes • and so on Between a customer need and a new service there are 9 processes BRM Strategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt actually 11 but I ran out of space And all have the power to stop BRM Strategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt but none of those creates the new service, they just make busywork You don’t need them BRM X X X X X Strategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt X Transition planning and support Change mgmt What is service? = Definition for outsourcing Internal IT?, Failed projects? Service is what IT does What is service lifecycle? A ferry & bridge provide same value = same service Service lifecycle ≠ infrastructure lifecycle Business manages service lifecycle IT manages infrastructure lifecycle What is best practice? What is best practice? Cynefin framework 2011 Complex certification scheme • No scientific theory • No empirical evidence • A combination of ideas, current practices, lore 21 years of ITIL • At itSMF UK 12 conference 75% presentations about ITIL • Many incident /problem management sessions 21 years of ITIL • after initial success processes fail • ITIL trainers & consultants blame the IT people ITIL is a stage in the journey 1862 Don’t stop there! We need better terminology ITIL is not clear • Event • Incident • Major incident • Problem • Service Request A failed disk is Service request Infra vendor Event Incident Catastrophe Service Provider Service Desk Customer We need better processes fault management = incident mgmt ? fault observed repair service restored customer service = ? customer problem taken care satisfied customer Consumer Contact •Service request –request for an activity –request for a product –request for a change •Support request –help –unverifiable –fault •Feedback –opinion –wish –complaint 27 What now You are on your own, there are no textbook solutions Innovate Test Improve Be brave Recap Service lifecycle is as valid as Soviet most value in 5-year planning ITIL is in V2 forget ITIL incident/ service request/ event/ problem never implement ITIL thanks