Service Management 101 - The Knowledge

It was a year ago when the ping of my email system trumpeted the arrival of the new ITIL, giving me the chance to test the claims of those closest to this latest release, some of which have been encouraging, concerning, and astounding. As one of my childhood heroes Arthur C. Clarke, the science fiction writer once said, “Any sufficiently advanced technology is indistinguishable from magic”.

From what I read at the time ITIL was magic, I kid you not, these are some of the (unfortunate) quotes:

An ITIL Author: “Whereas V2 told you what you should do, V3 goes a bit further and tells you how you should do it”.

Observation: Well it does go "a little bit further", careful political speak saves the day for this author. It does go a little bit further, with the emphasis on little. That said it does not not explain how. These claims must be endorsed by a reference to some examples in specific publications and sections as I have yet to find substantive how to guidance, ITIL V3 maintains the descriptive, not prescriptive stance.

An 'Evangelist': “ITIL V3 introduces more detailed guidance, which thereby enables faster and more cost effective implementations”….. “ITIL V3 will provide the CIO with the ability to measure the value of the ITIL process implementation and the business services delivered”.

Observation: ITIL v3 will slow down if not bring to a complete halt, any implementation, if only to absorb properly the 50% more content and newly introduced lifecycle and service provider approach that is strategic when compared with the V2 process-led tactical alternative. As for cost effectiveness - some guidance here on the equation being used that offsets the cost of implementation against the targeted benefit would help.  Just in case the evangelist had not noticed on their read of ITIL v3, process is replaced by lifecycle....

Nationwide Training Organization: “When someone learns a new skill, like golf, you have to learn the basics before someone teaches you the nuances, like reading a green or noticing the difference between different makers of the same club. Until you know what you’re doing, some of the nuances will escape you. You have no context in which to place those ideas yet. So, there will be that sort of thing with ITIL V3 — some organizations as well as individuals will simply not be ready for the nuance, the more complex thinking.”

Observation: What? Is this another setup for a simulation game? I’ve already had to endure how saving astronauts and racing cars will someone show me how to run an IT shop…. now golf? And this from a trainer who we trained… By the way, Sir Winston Churchill said this about golf, “Golf is a game whose aim is to hit a very small ball into an even smaller hole, with weapons singularly ill-designed for the purpose.” Hhmm... perhaps they have a case...