Saturday, July 25, 2009

Killing the Goose: The Commercialization of ITIL

The following is an excerpt from a great ITSMWatch article by David Mainville, of Consulting-Portal on the commercialization of ITIL, V3 in particular. Finally someone said it and decided to write about it.

The commercialization of ITIL is making it overly complex, bureaucratic and less effective, writes ITSMWatch columnist David Mainville of Consulting-Portal.It’s not enough to design an incident management process and install a tool to support it. You need the dedication and governance to make sure people understand why they have to enter an incident; that they enter the right information into the incident record; and that someone uses the information for continual improvement. The same could be said for any of the ITIL processes.

The commercialization of ITIL is taking focus away from doing the hard work and is placing it on certifications, compliance schemes and on taking something relatively simple and making it overly complex and bureaucratic. The introduction of ITIL v3 has placed the focus squarely in the stratosphere with the introduction of dozens of new processes, roles and CMDB-like data-stores. Schemes are being designed to “certify” a vendor’s tool compliance to ITIL. What does that even mean―other than a chance to impose additional cost on the vendor?

Visit ITSMWatch to read the entire article and to read our comments on the subject.

ITIL & IT Service Management

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