Comments on: ITSM vs ITIL: What’s the Difference? BMC Software Tue, 03 Nov 2015 23:59:00 +0000 hourly 1 By: Bart Van Brabant Fri, 26 Jun 2015 14:11:00 +0000 The point is not only whether they seek out expert advice or not – but the eagerness and willingness to listen, to understand, to adapt. Most often organizations and people tend to go for – If I hire a consultant everything will be fine – but that is not true. Hiring a consultant will give you a lot of benefits, but if you are not willing to invest time, money and resources and have a clear transformation goal, you will end up like many of the companies Stuart and Anthony refer to.
Been there many times and I guess many of us have been there as well.

By: Stephen Alexander Wed, 15 Apr 2015 13:49:00 +0000 Thanks for making this distinction clear – Information and Technology.
Also, for making it clear that we do not run IT services – but business services that leverage I & T.

That is even true for those ‘information’ services that do things like: Enterprise Management, Information Security Management, and Technology Security Management.

It is interesting then to see “service” as being one of two things – Information (such as Incident/Request Management) or Technology (IaaS, PaaS, SaaS, XaaS), which is leveraged to provide the Information.

Perhaps this type of break point would help make Service Catalogs clearer….

By: Stuart Rance Thu, 02 Apr 2015 01:34:00 +0000 Those are interesting questions to ask yourself

By: sjking2000 Mon, 30 Mar 2015 21:34:00 +0000 Very common scenario I’m afraid to say.
ITIL is misconstrued to be an IT activity to drive improvements in IT – WRONG.
They confuse the purpose to be value to IT measure by themselves (productivity and effectiveness)
with value to the business measured by stakeholders (increased applicability, faster response to changing market needs, proposing new innovations … and rock solid availability).

Possible questions to validate
Q1 – do you have a catalog that your customers helped you construct and help you manage?
Q2 – do you have service owners that manage relationship with the business?
Q3 – do your customers drive the prioritization of work in release managements?
Q4 – what level of transparency do you provide to your business stakeholders?
Q5 – how does the business measure value of IT services?

By: Stuart Rance Mon, 30 Mar 2015 21:09:00 +0000 Thank you Matthew, I wonder if you have considered using COBIT5 for measuring and monitoring IT?

By: Stuart Rance Mon, 30 Mar 2015 21:07:00 +0000 Thank you Anthony. I wonder if we have been visiting the same customers. I suspect this is just a very common issue.

By: Stuart Rance Mon, 30 Mar 2015 21:06:00 +0000 I agree Matthew. ISO/IEC 20000 is a great resource.

By: Matthew Hooper Mon, 30 Mar 2015 17:01:00 +0000 Stuart – I think those three benefits have proven untrue in most implementations. ITIL at this point is only providing one benefit: The common language. ITIL is 90% effective at helping us to call things a common term so that we can have some sense of uniformity. I agree with Matthew Burrows. I encourage IT management to leverage ITIL to help them make decisions on their process and then use ISO to measure and monitor wether they have made good decisions. My issue with ITIL is the 10% they get wrong on terms: Customer, Service Catalog, Knowledge Management. I agree with much of what you said, but the conclusion is where the world is changing IMHO. Information is the most critical asset in an organization. Technology is it’s most preferred delivery methodology. They continue to be 2 things, and need to be managed I&T to drive true business value and service the enterprises customers… not the enterprise. We should not be running IT services, we run business services that leverage I & T

By: Anthony Orr Thu, 26 Mar 2015 16:00:00 +0000 I love the statement “I have worked with many organizations that start our relationship by telling me they tried ITIL a few years ago, but it didn’t deliver any value.” I to, hear this from many organizations.Organizations have to realize in order to get value from ITIL adoption, it is about improving services not just about improving or adopting processes. It is very important that organizations seek expert ITIL advice and services otherwise they will spend lots of time and money then make statements like this one.

By: Matthew Burrows Thu, 26 Mar 2015 07:12:00 +0000 I think it’s worth mentioning ISO/IEC 20000, particularly for those who either don’t know where to start with ITIL and other frameworks (ISO20k gives you all the essential elements), or those looking for external independent certification of their service management capabilities (as there’s no such thing as ITIL-compliant).