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Tuesday
Aug062013

Future of ITIL (did we all just drink the Kool Aid?) - ITSMROWP Episode 61

Future of ITIL (did we all just drink the Kool Aid?) - ITSMROWP Episode 61 

Hosts: Barclay Rae, James Finister

Guest: Andy White, EasyVista    

Watch Andy's Executive Update video or interview on Challenges for ITSM

 

Show notes:

  • Workshops with Axelos to discuss way forward for ITIL
  • ITSM Penguin blog
  • One strong message was reaching out to other geographies around the world
  • People beginning to admit constraints ITIL developed under
  • Business env radically changed last 2-3 years, new framework is responding
  • James’ concern – have we drunk the Axelos Kool Aid? Something still has to be delivered
  • Real customers of ITIL coming back to centre stage
  • Andy: 1st challenge, change your own mind set
  • Consultants are NOT all recovering alcoholics…
  • Will see more connection from end user customer via different channels
  • Big Data – information collected is exploding, will need a lot of managing
  • Who is ITIL for? Do we need to change the constituency?
  • What goes on in ITIL stays in ITIL (msg not getting to business) - elephant in the room
  • We speak outside-in, but still act inside-out
  • IT has lost a degree of control – look at where budgets are going for tech, who is making decisions?
  • Fundamentals: Governance, Management and Leadership
  • High visibility of cost of IT and cost of service important
  • Total cost of ownership. New codeless tech can liberate time for more strategic thinking
  • Ethics – ITIL should be an ethical framework
  • What as a vendor would you be looking for from ITIL now? Pragmatic ITIL.
  • Problem is what ITIL turned into – seems too much for many clients
  • It should be about the outcome
  • Business wants solutions to business problems – direct impact
  • Stephen Mann - Training has got to be about training not about the exam. Train leaders to be business leaders and people managers
  • Services are now coming from many different places, integrated, web-based etc – IT needs to become the broker of service
  • Leadership – what does it actually need to do?
  • Vendors – help bring business in to the conversation
  • Proper services portfolio / catalogue often still not understood
  • EasyVista – two service catalogues, one for end customer and one for IT leadership
  • Will see changes in web architectures that will drive major change
  • Closing thoughts on where ITIL / Axelos is going and hopes:
  • James: pleased they want to hear from disruptive people, want to see engagement continue
  • Would like to see something like Top 20 things or evidence they’re prepared to do stuff differently
  • Andy: like to see an audit of IT maturity first then differentiate which bits people need
  • James: tending towards smiley face, but not underestimating how far there is to go
  • Bigger shift mentally than shift between versions
  • It’s time to do something positive!

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Reader Comments (1)

Barclay - it only took 20 minutes for me to hear your 'bullshit bingo' claim again - what do you mean by this? As you know, I've worked on the application to outside-in thinking as used by the business for years to service provider operations. I hope you don't mean OI is BS. For the life of me I can't understand why (IT) service management side-stepped customer centric (OI) thinking from the get go. Don't forget - its not outside-in as an alternate to inside-out thinking - we need a balance of both with a bias on starting OI. On a case by case basis your service strategy demotes how much thumb is put on the scale to emphasize OI or IO when responding to a customer need.

Andy - we should talk about the service broker role you called out at the 30 min mark. Service management as I've described it - has always been about IT operating as a service broker. You can add to that a service integrator (well said James) and innovator, as they answer the four core questions at the center of OI thinking. If you add these together throw in a continuous improvement program you should arrive back at what lies under the service management bonnet/hood.

August 8, 2013 | Unregistered CommenterIan Clayton

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by Chris Dancy