Home > ITIL the Elephant in the room > ITIL Promoters are the new Print Workers / Miners!!!

ITIL Promoters are the new Print Workers / Miners!!!

We just made this comment at the ITSkeptic, where there is another interesting thread covering “Transformational Technologies”

They come from the usual ITIL perspective of “You Need Us”. Our view (as you will read below) is that ITIL procrastinators are more interested in ITIL compliance (an oxymoron if ever there was one) than doing the right thing for the business.

From ITSKEPTIC: http://www.itskeptic.org/transformational-technologies-are-small-view

“the fact that some users now talk to each other on a forum to get mis-information instead of getting it from some underpaid hack on the service desk”

Shame! There is a really good and vibrant source of knowledge on the Internet regarding the resolution of the specific problems that may have impacted normal operations.

The beauty of the Internet “crowd” resource as opposed to our “Helpdesk” is that the crowd resource are technologically skilled enthusiasts who have taken the time out of their very busy day jobs to share some knowledge and insight with their community. To denigrate this resource is shameful.

“Another issue is that cloud services and virtualisation are transforming how we manage IT infrastructure…Most of them are hopelessly underskilled for this. We have a people problem in IT ops.”

Damn right. And the Sad thing about this is that it is ITIL the Root-Cause which has led us into this situation.

ITIL exists purely to enable people wholly unqualified and lacking core skills in Information Technology to oversee IT Management practice. (In other-words, letting the mediocre out of their cage. And what happens when you let the mediocre out of their cage? They bring in other mediocre resources so that their authority cannot be challenged, they purge the knowledgeable who can see that the emperor is not wearing any clothes, and they create pin badges [Maturity etcetera] that proclaim their relative merit and position in the land of the blind).

Now, calling the Cloud transformational is a little bit of a stretch from where we sit. The Cloud is simply Outsourcing with no Service Level commitments, measurements and no fault or performance management information.

What is transformational (as you point out) is the use of the Cloud by lines of business and departments who have a business need to be agile and react to the markets they trade in, having to deal with either restrictive “just say no” ITIL practices, or outsourced service providers who require a 6 month service definition and contract negotiation before provisioning of the new service can even begin!

The Cloud puts the power over IT back into the hands of the business and away from the protectionists. Has any one noticed that IT departments (including outsourcers) that pray to the God of ITIL have become the modern equivalent of the Print Workers, Miners and the other closed shop, core trades that stymied innovation? It’s time for us to fight back against these commercially limiting practices.

Just like those Dinosaurs, the bi-product of empowering protectionist practices is that they fail to reward innovation, change and difference. Standardization kills progress and stifles the ability to capitalize business opportunity and competitive advantage.

James Finister made some great points (below) and here is our perspective on those great points:

–    Does ITIL process definition only become universally valid at a level of abstraction that is of little practical use?

We give an emphatic “Yes!!!”. ITIL process should give guidance – afterall, specific processes will be different in every case, and procedures will be fundamentally different. Frankly we’ve always been concerned with the fact that ITIL ignores procedure totally. If it offered guidance at the procedural level, with best practices that could be shared between organizations when dealing with specific types of equipment or scenarios, then that would be useful.

–    Do the ITIL process definitions provide us with guidance that can be applied across a very complex multi channel supply/value network

No, of course not. The Dinosaur really has not woken up yet. If it had, it would have guidance for how to work with managed and unmanaged Outsourcing (oops, we mean “Cloud”).

–    Is the ITIL process ontology actually right? Has Incident Management: The Process always been a red herring?

Well, when you look at it, the only important process is Incident Management, because it is the only process that can offer meaningful measurement and “operations staff” performance profiling.

–    Does ITIL try and give closed world answers to open world questions? (Thanks to Charlie Betz for that one)

ITIL gives NO answers at all. It was originally a set of guidelines defined so that non-IT literate UK Government resources could understand what is required in the management of their IT Infrastructures to ensure that their squeaky bottoms were not exposed.

ITIL has always been about cover my a&$s and not about effective management. What’s insidious is how the vendor community has used ITIL as a method to generate ever increasing revenues without introducing effective new technology, and has used the increases in the costs of managing IT as a business case for Accountants to be hoodwinked into IT Service Management Outsourcing contracts which are detrimental to all stakeholders involved.

–    Does ITIL presume, in reality, that 99% of the process lies within the direct control of the internal IT department?

Clearly it has to. Afterall, ITIL is only concerned with the management of IT and not the management of the business.

Wake up people. Our specialists are being de-sexed, our jobs are being degraded and our businesses are rendered unable to react to their market opportunities by an ITIL culture, fighting to protect itself from exposure by not reacting to business demand and not embracing on-demand IT capacity, thereby pushing the excluded together.

(You’ll notice though that the sneaky TLA [two- and three- letter acronym] companies are waking up to the gulf between the business and the ITIL run IT department as an opportunity to market “Managed Cloud” to the business through the IT department…slap me…isn’t that Outsourcing with a different name?).

Interestingly though, a number of our ITILosaurus collective members have discussed that their companies are now building their own internal Clouds, where they can turn on capacity on demand. They report though that there is a gap in Incident and Configuration Management technology able to offer effective fault isolation and ‘rolled up’ service configuration management.

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