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10 MYTHS AND FACTS ABOUT ITIL
Surveys unearth signicant misconceptions about the relevance and true value of ITIL for ITSM strategies.
Increasingly, IT Service Management (ITSM) strategies are taking center stage and more IT organizations are relying on the IT Infrastructure Library (ITIL) best practice framework to propel their process-centric IT service provision models towards tangible and sustained improvements in efciency and effectiveness. Major vendors are marketing their products and services around the promise of ITIL compatibility or ITSM enabling functions, yet seldom is the customer reminded by them of the huge gap between the requirements of an ITSM strategy and the true capabilities of ITIL and the value of its accompanying certication program. Some IT organizations have already mimicked the failures of early European ITIL adopters. and are reconsidering how much faith to place in ITIL alone. The confusion over the actual purpose and value proposition of ITIL is compounded by the plethora of non-accredited course providers offering certication classes, websites illegally claiming to be associated with ITIL, and ITIL certication-centric consulting. Recently, the primary stewards of ITIL, (itSMF UK masquerading as itSMF International), has admitted to some of ITILs shortcomings and embarked on a major update. Meanwhile, no-one seems to be willing or able to tell the customer the truth, in fear of rocking the ITIL boat. That was until now. This is one in a series of articles planned to decipher the ITIL code by discussing 10 of the most common myths to help us all be more informed and aware as to the true value of an investment in ITIL.
A comprehensive and independent analysis of ITIL, a Survival Guide for ITSM Professionals
Details over 500 issues with the ITIL guidance compiled from the observations of clients, peer consultants and our own professional experiences. Vital input to any ITSM related decision and key information to protect an existing or future investment in ITIL.
ITSMI 703 East Clay St Elk Point, South Dakota 57025 605.356.3232 info@itsmi.com http://www.itsmi.biz copyright 2006 virtual service management corporation
from the it service management institute - the premier itsm training company
C O MMO N ITIL MY TH S D EB UNKED
Myth 1: Provides a common language
ITIL provides a common language for IT service management professionals to describe their ITSM programs and strategies Fact 1
ITIL is inconsistent in the use of its own dened concepts and terms, and tends to ignore other terms in common industry use, or by other reference sources. The ITIL glossary contains terms not used in the text, the text uses terms not dened in the glossary. an adopt and adapt approach. Anyway, the implementation guidance is entitled Implementing ITSM. ITIL fails to describe either a problem or opportunity it addresses and offers an impractical one-size ts all approach based upon highest quality, lowest cost.
Fact 7
Little if any reported tangible benets are available in case study form, hence the promise to include some in the planned ITIL refresh.
Myth 5: Represents collective ITIL enables the alignment of IT and the subject matter expertise
ITIL has been developed from the collective knowledge of many of the worlds leading subject matter experts Fact 5
ITIL was written by volunteers keen to share their experiences and perspective on specic subject areas. Content and scope is agreed by a consensus of interested parties and generally without signicant industry-wide input, as evident by the lack of references to pre-existing sources of information and concepts. There is little or no evidence offered as to the level of expertise of those involved, some of whom lack successful project references, and even an ITIL credential.
Myth 8: Enables Business/IT Alignment
business goals and practices Fact 8
ITIL in general, and especially at the core, is missing vital elements of the alignment mechanism, such as requirements management disciplines. It is also bereft of any business/IT aligned performance management framework.
Myth 2: Contains best practice guidance
ITIL provides comprehensive best practice guidelines on all aspects of end-to-end service management Fact 2
ITIL does not dene either what is meant by a best practice nor does it provide such guidance in the form of dos, donts or how tos. It is truly a loose framework of some key concepts and methods presented in a commentary style of writing.
Myth 9: is the de facto standard
ITIL is the de facto standard for IT Service Management strategies Fact 9
The term de facto commonly means used in the absence of a relevant law or standard. ITIL is not a standard and in fact is incompatible with the current ISO 20000 specication, which has yet to be recognized in the US. Recent announcements by OGC place the certication and accreditation responsibility for all organizations, trainers and consultants with a commercially operated UK company.
Myth 6: Is the most widely used
ITIL is the most widely used management approach to the delivery and support of IT services and infrastructure worldwide Fact 6
The most widely used management approach is plain common sense. Even the most aggressive surveys put the adoption rate gure at 20-25%. There is no statistical data to to substantiate this claim, in fact most of the adopters are the larger sized organizations with more than 250 IT staff. Awareness should not be confused with adoption.
Myth 3: Supports a practitioner level program
ITIL includes sufcient information to support a practitioner level certicate program Fact 3
ITIL was written as a descriptive set of information. Practitioner level training implies the student will experience realistic scenarios that demonstrate the design, development and use of key concepts. ITIL is missing any how to guidance to support this level of training.
Myth 10: Offers integrated process driven approach
ITIL provides an integrated process driven framework for designing ITSM strategies Fact 10
ITIL fails the simplest process compliance test in that it does not describe the key inputs and outputs from each set of practice activities. It also fails to describe exactly how practices inter-operate. Anyway, results trump process in any management decision. ITIl also fails to specically detail any likely benets resulting from its adoption.
Myth 4: Is implementable
Many claim they are implementing ITIL Fact 4
The itSMF advises strongly against implementing ITIL and instead recommends
Myth 7: Delivers tangible and business relevant results
ITIL provides sustainable, tangible and business relevant results
ITSMI 703 East Clay St Elk Point, South Dakota 57025 605.356.3232 info@itsmi.com http://www.itsmi.biz copyright 2006 virtual service management corporation
