So the IT Skeptic’s blog got bombarded by the same annoying sales advertisement in the comments section as my own (http://www.itskeptic.org/lifes-silicon-beach), and as happy as I am that we were both equally annoyed and found similar humour within the name “Silicon Beach” (it means I know my thinking isn’t too far off the mark), I was a little disappointed in my lack of criticism for Top 5 Benefits of Adopting ITIL listed on the vendor’s website.  As I may have mentioned, I like advertising the benefits of ITIL, but I believe in honesty and transparency as well and I really did not do any justice by not adding in criticism.  Since I don’t want to look like a total schmuck (but would like to look like a cheap knock-off of the IT Skeptic), I should at least take a few minutes (or several) and actually dissect if the Top 5 has any merit.

  1. It’s used around the world by major companies, surely if they are using it, then it must be good! These major companies have proven to us that even organisations as large as them, can change and adapt ITIL to their specific needs.

Where to even begin with this one.  I hate statements that companies “use” ITIL.  Sorry, but people use computers, crayons and staplers.  The only way anyone can actually “use” ITIL is if they want to hit someone on the side of the head with a core publication, and even then V2 would be better suited since the core volumes are heavier.  In my opinion, ITIL is meant to create and refine the processes that are being used to deliver IT services.

2.  Customer relationships are stronger and the customers are much happier. ITIL was created to hone in the employees skills and focus them on the customers’ needs and expectations

I can’t argue that ITIL doesn’t stress bringing the business and IT closer together, but I don’t think happiness is part of the deal.  In fact, not even happiness is guaranteed in the United States Declaration of Independence; only the “pursuit of happiness” (that should make Brits happy).  Yes, it’s possible that happiness is a result, but what’s more important is bringing value, which will hopefully lead to more money, which will then lead to less financial problems for employees, which will then make employees happier.  But that’s something for HR to work out.

3.  ITIL is much more reliable and creates a better quality of service. By adopting ITIL the delivery of services is much easier and consistent to the levels which have already been agreed by with the customer.

More reliable than what?  I understand ITIL has been around since 1989 and is very well known (by ITSM people anyway – try explaining ITIL at a party and they could make a movie called Asleep in 60 seconds), but what is it compared against when it comes to reliability?  And for the record, I don’t think services are easier to deliver when following ITIL, it can help create consistent processes, which can provide consistent outcomes and is key to providing services.

4.  ITIL creates opportunities for a more simplified and standardised process. It allows employees to make sound business decisions on important parts of the processes involved.

I don’t necessarily know if ITIL is all that simple.  Personally, I like simplicity and am a strong example of being very simple, but with 26 processes, it’s not a simple framework.  If only someone could come along and publish a lite version of ITIL.  “Allows” is also a term that is confusing.  ITIL might help provide information and knowledge on current processes (DIKW), but it can only help make decisions.  It’s the authoritative roles that “allow” decisions to be made.

5.  The deliverance of value to the customer can all be quickly adopted and implemented with the use of ITIL. This can successfully transform your business and help it grow with stats from other companies showing that there is a major 30- 50% reduction in the time it takes for the project cycle to go round.

Does this really need an explanation?  Putting “ITIL” and “quickly” in the same sentence is like mixing oil and water and selling it as gasoline.  It’s expensive and eventually it’ll only separate and cause damage, with a lot of black smoke.  Also, thank you for letting us know that ITIL is good for a project cycle.  Apparently IT operations doesn’t really count and there’s no opportunity there for cost reduction.

There you have it; my dissection of Top 5 Benefits of Adopting ITIL.  Should I be ashamed for taking time in my life to go through these?  Absolutely.  Do I care?  Absolutely.  Does this help me in any way of my life?  Absolutely not.  But I did enjoy thinking about each of the “reasons” and learning ways not to market ITIL.  With any luck, someday I’ll be known enough that when I post some ridiculous statement about ITIL someone will actually take the time to criticise it.

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Started working in IT in 1999 as a support desk analyst as a way to help pay for food during college. Studied Electrical Engineering for two years before realizing biochemistry was more fun than differential equations, and so ultimately graduated with a Biology degree in 2006. Having (reluctantly) failed at getting accepted into dental school, embraced working in IT and has gone broke becoming an ITIL Expert. Likes to jog, sing camp songs, quote Mel Brooks movie lines and make dumb jokes and loves working for an Israeli tech company where December 25th is a regular work day.