Michael - ITIL® and Me

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Dissecting “Top 5 Benefits of Adopting ITIL”….OR….Don’t Let a Bad Sales Pitch Ruin ITIL

March 14, 2011 Michael No comments

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.

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.

Observations, Opinion none

Translating “We’re Different”

March 11, 2011 Michael No comments

What does “we’re different” mean anyway? It’s something I heard at Fusion10 during one of the keynote speakers, and it’s something I also heard during the ABC’s of ICT hosted by President-elect (elect? – when does he officially take office?) Doug Tedder, and I’m sure I’ve heard it around my own place of work a few times (OK, maybe more than a few). So it seems that this phrase comes up when we talk about implementing ITIL or ITSM improvements; or essentially, changing the culture. The excuse of “it’ll never work here…we’re different” just seems to be get thrown around at one point.

OK, to give a quick review of ITIL…it’s a collection of “good practice.” This means the processes outlined in the ITIL framework have been tried and tested by multiple companies in several different industries. So obviously the methods in ITIL (or really in any other ITSM framework/method/canon) have been used by other companies to successfully improve their services.

Successfully improve. This is the key concept to keep in mind. If someone says “we’re different” as an excuse to not implement tested ITSM improvement methods, it’s as if they’re saying “we don’t want to be successful.” In reality, if the company’s current processes and methods are fantastic and no one has any reason to even bring up ITIL/ITSM, then that organization would actually be the leaders in IT Service Management. Ironically, people would be copying that particular culture and effectively eliminating why “they’re different” anyway. If people in a company are talking about ITIL, or MOF, or ISO 20000, then something is wrong. So the problem really is yes, you are different, and not in a good way.

The next time you’re pitching ITIL or ITSM to a coworker or client, keep an ear out for “we’re different.” If you’re someone that can’t hold their tongue (like myself), a very direct and not politically correct response to that statement is “that’s the problem.” Hence why improving IT Service Management begins with changing the culture.

Observations, Opinion, Rants none

Vendors: You Really Don’t Need to Post Comments for Advertisement…

March 10, 2011 Michael No comments

For a while now I’ve been tossing around a blog post idea related to translating the phrase of “we’re different.” Well today was the day I was going to make this happen (and I may still make it happen), but when I logged on to my WordPress blog I came across a spam in my comments that I just couldn’t ignore. Now, spam in comments is nothing new (if you want to enlarge certain body parts, Brazil seems to be the place to be). However the spam for today was quite interesting that it came from an ITIL training company and that the comment referenced Top 5 Benefits for Adopting ITIL. While I do appreciate websites that endorse the adoption and use of ITIL, regardless of criticism from the IT Skeptic, I really can’t ignore how cheap it is to advertise in the comments section. If you want to advertise, please feel free to contact me directly and discuss how we can make this happen (like any red-blooded American, I am not against endorsing vendors if 1) I think you have a good product and 2) it can fund my never-ending need of wasteful consumer habits, a.k.a., buying an iPAD 2).

So, to end this blog post/rant, Nathan at Siliconbeachtraining.co.uk (silicon beach…this sounds more like plastic surgery than IT training), please do us both a favor and ask me if you don’t mind me plugging your products or services. Like I said, if it’s actually worthwhile, I have no problem throwing my (probably useless) seal of approval on it. And to make you happy for today, Nathan, here’s a link to the Top 5 Benefits for Adopting ITIL.

Opinion, Rants none

Run IT as a Business, Yet – Don’t Run IT as a Business

March 8, 2011 Michael No comments

The IT Skeptic posted a new blog entry that has a really good point; don’t run IT as a business (http://www.itskeptic.org/dont-run-it-business-run-it-part-business). I was reading the post and I definitely can identify with stating we should run IT as a business (in fact, I still say that often, but keep reading as to why). On the other hand, I agree with the point of view that IT needs to be part of the business. After all, I haven’t heard of any company that has separate HR and payroll departments just for IT.

So why do I say to run IT as a business? Because in certain environments (such as health-care, for example), in my most humble and personal opinion, it’s easy for “the business” to see IT as a financial black-hole; a department that keeps sucking up loads of cash with no justification of value. In that certain scenario, IT should be called RD; the Rodney Dangerfield department – where it “gets no respect.” So how can IT show its value and move into a position of being a strategic asset? Simple – run IT as a business. Build a Service Catalogue, market those services, build a client/customer relationship with the business, and start building a financial mindset into the culture of management. Ultimately, all profits and cost savings that come from IT will be translated to the business.

Now, here’s where I say “yet, don’t run IT as a business;” when it comes to departmental interactions and creating the vision as to what IT provides. I work for a children’s hospital, but when I answer the question “What is it you do,” my response is “I provide high quality health-care to all children, nationally and internationally, regardless of their financial ability to pay.” Why do I give this answer? First, when my new director started his job he made me memorize it. Secondly, and most importantly, it’s a statement meant to give a mindset that I’m part of a bigger organization and am not just working as part of an IT department.

In his blog, the IT Skeptic does the smart thing and takes “the middle ground” by saying larger and traditional organisations could benefit from having IT as a business, while smaller companies may not. While I agree that bigger corporations could definitely benefit from IT acting as an independent business, I also don’t discount some benefits for smaller ones. And of course, not running IT as a business may be the answer for bigger companies as well. Ultimately, I’m going to cop-out of any hard-line opinion and really say that how you run IT will really depend on how business leaders want to interact with it. For some CEO’s, keeping IT as a cost centre fits their mindset on how to treat IT. Other executives may be leading innovation and merging IT with the business anyway, which would ultimately end any dispute over this matter.

So I say it’s really a sliding scale, and something the IT and business leaders will have to figure out. At the end of the day, it’s really about enabling the business to be as efficiently productive as possible.

* Note: I’m transitioning my dictionary from American to U.K. to improve my market value (http://www.itilandme.com/?p=257). Please pardon any inconsistencies.

Ideas for ITIL, Lessons Learned, Observations none

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