Are ITIL adoptions doomed? Russell Steyn Foster-Melliar In search of success • Foster-Melliar has trained almost 10,000 people in ITIL and related in the last 10 years • We have been directly and indirectly involved in 100s of “implementations” and “adoptions” • Assisted companies with tool procurement and customisation • We read the newspapers…. In search of success • What we are looking for is…. Success Stories? Case studies? • Name one? • Now name a company that attributes success to ITIL (i.e. no vendor case study?) Unpack the problem • ITIL implementations – The problem lies in the first word – Of course the problem lies in the second word! What is driving ITIL? • Certification • Vendors (tools, solutions, services) • Customers demanding adherence to ITIL What’s missing? What should drive ITIL/ITSM? • The need / desire to improve service to our Customers • Improve productivity + Reduce costs = Make more money Let’s unpack the drivers • Certification • Vendors (tools, solutions, services) • Customers demanding adherence to ITIL Certification • Are you ITIL certified? • Does it matter? Job Interview Candidate A Candidate B • Smoker • Has been fired twice • Frequently late for work citing overslept as the reason • Has tested positive for recreational drugs in the past • Drinks half a bottle of whisky every night • Loves Kids • Has won many awards and accreditations • Vegetarian • Non smoker • Loves animals • Drinks an occasional beer • Faithful husband Job Interview Candidate A Candidate B • Source: snopes.com. Slightly modified Certification Vs Education A • • • • B Tied to KPI Personal goal (PDP) Scored “A+” Certificate never expires • Training plan • Individuals identified • Right level as appropriate • Refresher (Top-up) Benefit for company? Interesting Stat • What % of people doing ITIL foundation go on to do either Intermediate or advanced levels? 6% * * = ITIL v3 Source: Foster-Melliar 2009 Let’s unpack the drivers • Certification • Vendors (tools, solutions, services) • Customers demanding adherence to ITIL Let’s unpack the drivers In a vendor driven world Benefit • Innovation • Research • Can solve specific problems / issues Problem • Need to make sales targets • Often not part of the greater ITIL/ITSM initiative Let’s unpack the drivers • Certification • Vendors (tools, solutions, services) • Customers demanding adherence to ITIL What happens when Customers Demand? • Tenders – ITIL Compliant – ITIL Certified • Condition of contract – ITIL Certification – ITIL compliant • You do ITIL EISH! Why do Customers Demand? • Reduced Risk when dealing with 3rd parties • Assurance of competency • Assurance of quality • We do ITIL so You do ITIL Isn’t that what ISO 20,000 is for? More Demand? • And when KING III is legislated? • What will happen? A Prediction Companies will say: “Help me to ____________” So, you want your implementation to fail? I can help! Reverse the PPT! So, you want your implementation to fail? I can help! • Start with a tool • Arrange the PO • Hold thumbs So, you want your implementation to fail? I can help! • Get someone to draw up some processes for you • No wait….too expensive – You can get them cheaper So, you want your implementation to fail? I can help! • Ignoring the people aspect • No proper [people] change management • Who will beheld accountable for the initiative – Do they know? – Linked to KPI / Incentive? – Who will keep the EXCO / Board? Why do ITIL/ITSM adoptions fail? • Your view? Russell’s top 3 Reasons ITIL adoptions fail 1. It’s an IT project (Sometimes not even all of IT) 2. It’s under resourced 3. Trying to please Un-Doom your adoption! 1. Start with the people 2. Does a culture of Service exist? 3. If not, refer to 1. Un-Doom your adoption! The right reasons 1. Train for the right reasons 2. Appoint people for the right reasons 3. Engage IT Service Providers Consultants for the right reasons. Un-Doom your adoption! The right reasons • What ever technology you decide on – – Don’t over customise Don’t over comprimise Un-Doom your adoption! The right reasons • Try a different language We suggest English In summary • What is driving ITIL at the moment? – – – • Certification Vendors Compliance What should be driving ITIL and ITSM? – – A genuine desire to improve service levels Costs down – Revenue up • In summary Why do adoptions fail? – – – • IT Initiative Under resourced Trying to please Un-Doom your Adoption – – – – PPT not TPP The right reasons Comprimise – Customise Use English Thank You! Russell Steyn [email protected]