Unlearning ITIL

1. Unlearning ITIL Aale Roos www.pohjoisviitta.fi @aalem

2. I will show you: • that ITIL has some serious “problems” • it is a good idea to unlearn some ITIL concepts

3. 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

4. Short history of ITIL 1980´s British Publicservices Internal => Mainframe => Class society => Bureaucracy => No customers or suppliers

5. I T I L st includedsomegreatideas Processes Services

6. …and that restoring service and permanentremoval of causesaretwodifferentthings

7. added service lifecycle V3 and a lot of problems

8. for example • SillyStrategy book withfunnyexamples • Two Demand Management processes • Service Lifecycle without Business Relationship Management • Crazy definition for incident

10. for examplecont. • LostProactiveProblem Management • Illogicalgraphs • Overlappingprocesses • and so on Whydidpeopleaccept it?

11. Picture by James Finister

12. Edition 2 0 1 1 fixedmanyproblems

13. for example • SillyStrategy book withfunnyexamples • Twodemand –management processes • Service Lifecyclewithout Business Relationship management • Crazy definition for incident • LostProactiveProblem Management • Illogicalgraphs • Overlappingprocesses • and so on examplesremoved + rewritten just oneleft BRM added removed cameback + rewritten removedorfixed

14. Between a customerneed and a new service thereare 9 processes actually 11 but I ran out of space

15. And allhave the power to stop but none of those creates the new service, they just make busywork

16. Youdon’tneedthem X X X X X X

17. What is service? = Definition for outsourcing Internal IT?, Failed projects? Service is what IT does

18. What is service lifecycle? A ferry & bridge provide same value = same service Service lifecycle ≠ infrastructure lifecycle Business manages service lifecycle IT manages infrastructure lifecycle

19. What is best practice?

20. What is best practice? Cynefin framework 2011

21. Complex certification scheme • No scientific theory • No empirical evidence • A combination of ideas, current practices, lore

22. 21 years of ITIL • At itSMF UK 12 conference 75% presentations about ITIL • Many incident /problem management sessions

23. 21 years of ITIL • after initial success processes fail • ITIL trainers & consultants blame the IT people

24. ITIL is a stage in the journey 1862 Don’t stop there!

25. We need better terminology ITIL is not clear • Event • Incident • Major incident • Problem • Service Request A failed disk is Service request Infra vendor Event Service Provider Incident Service Desk Catastrophe Customer

26. We need better processes fault management = incidentmgmt ? customer service = ?

27. Consumer Contact • Service request • request for an activity • request for a product • request for a change • Feedback • opinion • wish • complaint • Supportrequest • help • unverifiable • fault

28. What now You are on your own, there are no textbook solutions Innovate Improve Test Be brave

29. Recap Service lifecycle is as valid as Soviet 5-year planning most value in ITIL is in V2 forget ITIL incident/ service request/ event/ problem

30. never implement ITIL

31. thanks