What should be in the ITIL Manifesto? - brainstorming and voting

Processes are ways of dealing with repeated tasks in a structured way, freeing up time for more complex activities. They aren't an end in themselves

by Claireagutter

I like the part about structure. Is there also a case to be made about predictability, and also a... more

by Rob S

1

But we need to empahsise those "more complex activities" need to be dealt with in a different way... more

by James Finister

1

management theory - operations management - processes are the fundamental controls for consistent... more

by Dave Backham

2

@James F totally agree on standard + case, a tool to add to ITIL capabilities, not be reinvented

by Claireagutter

1

14

Vote

Richard Horton, Neil Fowler, Duncan Watkins and 11 more

People and relationships are more important than process and tools

by Rspe00

Correct attribution should have been Stuart Rance.

only if appropriate criteria require such

by Dave Backham

Can you give an example Dave?

by Rob Spencer

A good team with bad processes will always trump a bad team with good processes. Mainly because t... more

by Duncan Watkins

Collaboration is essential path to success.

by Dan Antonescu

1

It sounds too much like the Agile manifesto - Individuals and interactions over processes and tools.

by Sumanprasadsingh

12

Vote

Peter Brooks, Peter, JGarciaBolao and 9 more

Customer satisfaction over SLA compliance

by Dave van Herpen (added by RS)

Spotted an interesting phrase on LinkedIn last week - a 'watermelon' service - Green on the outsi... more

by Anna Leyland

1

If the SLAs are properly crafted as 2-way agreements, this isn't necessary

by David Moskowitz

1

The majority of SLA's are treated as targets. Working within SLA's does not necessarily = custome... more

by Jfmcdermott57

11

Vote

Duncan Watkins, sathiyan Srinivasan, Petr Krelina and 8 more

Where good/best practice already exists outside of ITIL it should be explicity referenced/interfaced rather than trying to reinvent the wheel just for ITSM

by James Finister

Managers can do worse than do an MBA to learn proven business management practices even if they o... more

by Dave Backham

1

and if an MBA is too weighty, I've been doing an OU certificate in management which has been inte... more

by Rob Spencer

1

11

Vote

Richard Horton, Ivanka Menken, Duncan Watkins and 8 more

Simple processes and #CSI are better than huge process development effort. incremental improvements add value over time.

by Rspe00

Correct attribution is Stuart Rance

SLAs are negotiated 2-way agreements. Both sides have responsibilities in value creation.

by David Moskowitz (added by RS)

In reality though do any SLAs come about by anything we would recognize as two negotiation?

by James Finister

1

I agree with the statement but it doesn't feel to me like it fits in a manifesto.

by Dave Churchley

There is a balance to be maintained. sometimes only a step change will do. sustainability is the key

by James Finister

1

Agree. This is a big mistake many organisations make. Massive process development and implementat... more

by Karen Ferris

2

8

Vote

Peter, Neil Fowler, Skelton Thatcher Consulting and 5 more

IT Services contribute to the success of business results and outcomes

by Barclay Rae (added by RS)

For commercial enterprises this means create and retain customers.

by David Moskowitz (added by RS)

It should speed up business innovation

by Robert Sieber (the_bsm_guy)

Even for commercial enterprises the IT services should "contribute to the success of business res... more

by StuartRance

1

Services contribute to business outcomes - properly designed and deployed services to their success.

by Peter Brooks

8

Vote

Richard Horton, Duncan Watkins, Claireagutter and 5 more

Improvement as an attitude rather than as a process

by Javier Garcia Bolao (added by RS)

Individual improvement is a process, overall improvement is about attitude (i.e., sustained pace ... more

by David Moskowitz (added by RS)

Developing, spreading and maintaining a culture oriented towards excellence should contribute to ... more

by Jgarciabolao

1

By bounding improvements in a process you limit the cope of those improvements. Embedding an atti... more

by Duncan Watkins

7

Vote

Daniel Sorokins, Duncan Watkins, Skelton Thatcher Consulting and 4 more

if your metrics don't support customer experience, they are the wrong ones

by Alex Hutton (added by RS)

YES!

by David Moskowitz (added by RS)

I think you need a mixture of metrics, this principle would need a lot of rewording for me to sup... more

by StuartRance

1

Yes - but not necessarily directly. Staff satisfaction is not a direct measure of a good custo... more

by Peter Brooks

7

Vote

Andy Atencio, Duncan Watkins, Peter Brooks and 4 more

ITIL isn't just for IT. Responsiveness and customer satisfaction matter to all service groups. Think business service catalog, not just IT service catalog.

by Kinetic Data

Everything has to be about the business. Ther won't be any IT without the business

by Robert Sieber (the_bsm_guy)

Agreed, see comment about "ITIL is not about IT, it's all about the business".

by JGarciaBolao

But the business already have proven approaches. IT claiming we can teach the business how to do ... more

by James Finister

4

Different service-providing business departments (HR, facilities, accounting, etc.) may already h... more

by Tom Pick

1

The contents of a service catalog (if there is one -- and that's NOT a given) should always docum... more

by David Moskowitz

ITIL is service governance.

by Peter Brooks

7

Vote

Wjakubczak, Karen Ferris, Tom Pick and 4 more

ITIL provides organisations with ideas to help them deliver better IT services. It's not a bible, a silver bullet or a cure all.

by Claireagutter

Oh, I like this one. I find the word "framework" to be a perfect choice for the books, but I'd m... more

by Fgarciabolao

1

7

Vote

Skelton Thatcher Consulting, David Moskowitz, Fgarciabolao (JGarciaBolao) and 4 more

Creating value for customers is more important than meeting SLA targets

by Rspe00

Correct attribution should have been Stuart Rance.

SLA targets should be aligned to customer value delivery

by Dave Backham

1

See related item re: SLAs. The same argument applies here. If the SLAs are properly crafted as 2-... more

by David Moskowitz

6

Vote

Vladimir Ivanov, Robert Sieber (the_bsm_guy), JGarciaBolao and 3 more

Adopt and adapt. A framework which fits everyone, fits no-one.

by Rob Spencer

True, but experience suggest most organisations aren't good at choosing what to leave out and mak... more

by James Finister

2

This has always been a fundamental principle of ITIL. Without it we would have a standard, which ... more

by StuartRance

2

The scalability of IT IL is the core of it's common sense.

by Andy Atencio

There's an entry above about ITIL not being a standard against which I've quoted from the introdu... more

by Richard Horton

2

remember to adapt sensibly though - organisations which adopt and then abandon leads to much wast... more

by Dave Backham

Guidance on HOW to adapt and adopt needs to be built into the guidance itself

by James Finister

2

6

Vote

Richard Horton, Vladimir Ivanov, Dave Backham and 3 more

the ITIL community and movement are as important as the content

by Rob England (added by RS)

6

Vote

Duncan Watkins, Skelton Thatcher Consulting, Dave Backham and 3 more

Programmes to improve ITSm should be influenced by thinking in other areas, such as Lean, theory of Constraints and Agile

by James Finister

6

Vote

Richard Horton, Petr Krelina, David Moskowitz and 3 more

Many activities cut across multiple processes - it's the value creating work that matters, not the process

by Stuart Rance

CSI is an integral part of ITSM, without it you're doing processes not service management. ITSM i... more

by David Moskowitz (added by RS)

The ASM (adaptive service model) sees 'ways of working' as the umbrella term that covers what cou... more

by Peter Brooks

5

Vote

Peter Brooks, James Finister, Dave Churchley and 2 more

You don't need to create another process every time something goes a little bit wrong

by Matthew Povey (added by RS)

5

Vote

Sharon Beebe, Anna Leyland, Robert Sieber (the_bsm_guy) and 2 more

I think we should clear up that ITIL is neither a standard, nor a methodology. There are even doctoral thesis using such terms.

by Javier García Bolao

The introduction in the ITIL books states "ITIL is not a standard that has to be followed; it is ... more

by Richard Horton

1

5

Vote

Dave Backham, Rob Spencer, Robert Sieber (the_bsm_guy) and 2 more

#ITIL is not + can't be 'implemented' - it's a tool to support successful service delivery and continual service improvement

by Barclay Rae (added by RS)

THANK YOU!!!! YES!!!! ;-)

by David Moskowitz (added by RS)

1

Perhaps the time has come to be very clear on what is and isn't amenable to "implementation" with... more

by James Finister

1

Is this argument based on the concept that to fully 'implement' ITIL you'd have to have all 20-od... more

by Rob Spencer

2

4

Vote

Suresh GP, Robert Sieber (the_bsm_guy), JGarciaBolao and 1 more

IT exists primarily (solely?) to add stakeholder value. IT processes, capabilites and functions are a means to that end

by James Finnister (added by RS)

4

Vote

Dave Backham, Claireagutter, Dave Churchley and 1 more

Business facing target and agreements should be technology agnostic

by James Finister

I broadly agree, but I wonder how practical this would be. The 'email' service is an easy one, bu... more

by Rob S

1

Rob, the auditor in me still thinks Accounts Payable, Accounts Recievable, etc

by James Finister

2

I think this principle is core to the difference between managing services and managing IT

by StuartRance

2

4

Vote

Duncan Watkins, James Finister, StuartRance and 1 more

ITSM and specifically ITIL has always been more about common sense that earth shattering revelation. Long time technologists have always looked at ITIL as something they always knew they should do, but just never wrote it down a deposit put it in a book or 12.

by Andy Atencio

which is exactly why we needed the books. Common sense has proved to be uncommon in practice.

by Dave Backham

4

Dave, complete agree! There is nothing int he books that don't make people slap their heads and g... more

by Andy Atencio

4

Vote

Richard Horton, Steve Morgan, John Hannan and 1 more

To be viewed as a strategic asset, customers and service providers need to view each other as partners (sharing in successes)

by John Custy (added by RS)

This is consistent with comment about about the SLA being a 2-way agreement

by David Moskowitz (added by RS)

The partner term can be overused but we need a way of equitably sharing risk & reward across the ... more

by James Finister

3

Vote

James Finister

Karen Ferris

Roy Atkinson

#itil toolsets are parts of supply chain - not an end in themselves.They can't 'give you #itil' without organisational change

by Barclay Rae (added by RS)

See comment above about supply network vs chain

by David Moskowitz (added by RS)

2

Any change to process or tools changes the way in which people do 'things'.Organisational change ... more

by Karen Ferris

3

Vote

Claireagutter

Karen Ferris

Peter Brooks

ITIL is just a library, with sensible, balanced, and proven guidance for improving the delivery of IT services. Organizations can adopt as little or as much as they need for their specific needs.

by Greg Tucker (added by RS)

It was ever thus.

by Dave Backham

1

3

Vote

Dave Backham

Steve Morgan

StuartRance

Understand & measure outcomes. The CSF is customer & business success. The KPI is value

by Peter Brooks (added by RS)

3

Vote

James finister

Richard Horton

Rob Spencer

We need to shift focus to academia and that`s the place future of #ITIL and #ITSM resides. Inspire students to big picture #ITILManifesto

by Suresh G P

In a good way! We need to leverage the academic world without making it inherently academic

by James Finister

2

3

Vote

David Moskowitz

James Finister

Vladimir Ivanov

All ITSM community generated IP should only be adopted by AXELOS under the terms of a creative commons licence

by James Finister

The community will be reluctant to contribute IP if they think AXELOS will subsume it under their... more

by James Finister

1

Agreed - looking at the different CC license types, I'm liking 'Attribution-ShareAlike 4.0 Intern... more

by Rob S

When the "Onion Model" was introduced, Axelos stated that "The very outside layer is community ow... more

by JGarciaBolao

Agreed. The AXELOS business model shouldn't stifle innovation. A creative commons licence would e... more

by Duncan Watkins

3

Vote

Duncan Watkins

James Finister

Rob Spencer

ITSM is transformational, both for the business and IT. Both need to work together as partners, thus #trust is a CSF

by John Custy (added by RS)

Building trust and a true partnership is critical.

by Karen Ferris

1

2

Vote

Karen Ferris

Peter Madlener

Be aware of the organizational culture of your customer. You won't succeed everywhere by stating that you're adopting ITIL

by Javier Garcia Bolao (added by RS)

This can be a toughy. I've seen the declaration be the difference between success and failure... ... more

by David Moskowitz (Added by RS)

Exactly, David. That's why I was referring to the "organizational culture" (call it "corporate cu... more

by Javier Garcia Bolao (added by RS)

1

2

Vote

David Moskowitz

JGarciaBolao

Control on results over Control on activities

by Dave van Herpen (added by RS)

A system of control, not individual controls

by James Finister

2

I would prefer "Control of results achieved by the right balance of people, process, products and... more

by StuartRance

2

Vote

Claireagutter

Vladimir Ivanov

ITIL is not an international standard that would tell your customers that your IT Services are being managed.

by JGarciaBolao

(Something like this could be used as an additional explanation of the "framework" concept)

B ut we should acknowledge that an international standard does exist - whilst being clear about t... more

by James Finister

I agree with that

by JGarciaBolao

I agree with that

by JGarciaBolao

2

Vote

JGarciaBolao

Joel Pomales

Optimising the value and risk equation

by James Finister

How about introducing a basic view of the principles of Service Design as an equation on which th... more

by JGarciaBolao

1

The equation would have requirements - SLR's, the business case with the required business outcom... more

by Peter Brooks

2

Vote

Peter Brooks

Richard Horton

ITIL is built on a set of principles and values (tbd) which inform the core content, which is built on by practitioners

by Claireagutter

Is this where one could/should comment on what Axelos own and what the relationship to the wider ... more

by Richard Horton

I've slightly reworked this into 2 which would take account of the Axelos perspective, as a possi... more

by Richard Horton

2

Vote

Dave Backham

Richard Horton

The answer to any question about service management, SLAs, process etc. is never "because ITIL says so"

by Rob Spencer

If we are establishing a best way of working then there is a case to be made for doing things in ... more

by Dave Backham

1

Good point. This is about applying (adopting and adapting) principles to the situation at hand. I... more

by Rob Spencer

Dave "ITIL says so." is very different from "ITIL says do this because...."

by James Finister

1

2

Vote

Dave Backham

James Finister

Sharing & Knowledge OVER Ownership & Content

by taken from smcongress.com/core-values

2

Vote

Peter Brooks

Peter Madlener

Adapt and adopt the ITIL best practices

by Dan Antonescu

2

Vote

Dan Antonescu

Daniel Sorokins

Always remember that at any point, any ITSM provider can be replaced...

by Rob Spencer

1

Vote

James Finister

The CMDB was a lie!

by Matthew Povey (added by RS)

If services are badly scoped, it is. With a proper scope, it isn't. :-)

by Joel Pomales (added by RS)

Agree. The problem isn't/wasn't the tool. That said, if we get to this level of weeds, then I... more

by David Moskowitz (added by RS)

I don't see this as a principle, just a complaint!

by StuartRance

4

True Stuart, but it does highlight that advice in ITIL should be clear whether it is proven best ... more

by James Finister

I understand that James, but this "principle" should be replaced with what is really meant

by StuartRance

1

1

Vote

Joel Pomales

IT must continually improve its practices and services for enhanced customer satisfaction, the best of today will be no more than is just about average of tomorrow.

by Suman Prasad Singh (added by RS)

Changed to: IT must continually improve its practices and services for enhanced customer satisfac... more

by David Moskowitz (added by RS)

2

1

Vote

Robert Sieber (the_bsm_guy)

When interacting with IT (requests, incidents etc) the customer should only be asked to provide the required data, not fill out endless fields….

by Rob Spencer

We should always make service difficult for the customer to use so we can reduce demand levels. (... more

by Dave Backham

1

I agree with this, but I don't think it is at the same level as the principles we are defining here.

by StuartRance

1

Vote

Peter Brooks

Be aware of the organizational culture of your customer. You won't succeed anywhere by stating that you're adopting ITIL

by Javier Garcia Bolao (added by RS)

1

Vote

Robert Sieber (the_bsm_guy)

A good process, like a good UI shouldn't need explaining.

by Rob Spencer

And should add value, not waste

by James Finister

1

1

Vote

Joelpomales

trust your people & their experiences go for short iterations of improvement and not big CSI

by Robert Sieber (the_bsm_guy)

Supported by LEAN and Six Sigma practices.

by Dave Backham

2

1

Vote

Peter Madlener

(Information) Security is not a separate book or chapter, but should be integrated in every process, right from the start.

by Maurice Smit

Do you feel that infosec got lost among the wider 'service warranty' concepts Maurice? Or is this... more

by Rob Spencer

Wider failure as a whole. Security is the property of something else. It should be in every part.... more

by Maurice Smit

1

AXELOS (the owners of ITIL) will soon release a separate publication on Cyber Resilience. We need... more

by StuartRance

1

Combining all these things can be done by using the SABSA methodology

by Maurice

Security must be part of the service architecture. Security is not only about safeguarding inform... more

by Ronald de Groot

1

Vote

Ronald de Groot

all your process are belong to us

by Dave Backham

I am concerned that AXELOS now own everything that was previously in the public domain

by Dave Backham

ITIL was never in the public domain. Ownership moved from one body to another,

by James Finister

We all need to judge AXELOS on how well they act as stewards of bhe best management practice port... more

by StuartRance

1

1

Vote

Claireagutter

ITIL has a lifecycle view of Service Management which encompasses Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

by Richard Horton

Maybe one we take for granted ? I include here a set of 8 possible principles for how I see that ... more

I don't think that arranging the ITIL content around the service lifecycle is a "principle". It i... more

by StuartRance

Agreed Stuart. it was only ever meant to be one way of dividing up the content, but became seena ... more

by James Finister

What I was getting at here was more geared around a way of expressing what the scope is rather th... more

1

Vote

JGarciaBolao

Training should be driven by the requirements of employers for certain skills, not academic knowledge of the content of a book

by James Finister

Here is where the experential learning matters and #gamification or business simulation can enhan... more

by Suresh GP

1

I agree with the sentiment James, but would prefer to talk about competence or capability, rather... more

by StuartRance

1

Relating it to some other points here I come back to the T shape competency. A broad understandin... more

by James Finister

1

Vote

James Finister

Practical experience applying ITIL over Certifications

by Vladimir Ivanov

We value Practical experience applying ITIL over Certifications... practical mistakes are more va... more

by Vladimir Ivanov

Suggest that having both is having only 1.

by David Moskowitz

1

Vote

Vladimir Ivanov

Lets follow same pattern of statements as in agilemanifesto.org: "We value A & B over C & D"

by Vladimir Ivanov

It will be easier for us to communicate and easier for everyone to understand if the pattern of s... more

by Vladimir Ivanov

Good point Vladimir - the intention of this current gathering exercise is to get raw ideas and su... more

by Rob Spencer

Not sure that's the best idea. It isn't always a matter of "over" sometime the right value is "co... more

by David Moskowitz

1

I Mistakenly co-credited Stuart Rance in Dave van Herpen's Manifesto (third opinion of this entry... more

by JGarciaBolao

Dave van Herpen has done something similar before: https://twitter.com/daveherpen/status/50671... more

by JGarciaBolao

1

Vote

Vladimir Ivanov

Outcomes OVER Services

by taken from smcongress.com/core-values

If the organization is TRULY providing services, real services, then it's a non-issue. The defini... more

by David Moskowitz

1

Vote

Patrick Bolger

Clairfy the use of terms such as 'ITIL Certified' used by both technology providers and consultants alike - causing misery and misunderstanding (and undue trust) in organisations, consultancies and agencies.

by John Hannan

Given the licencing power of AXELOS, surely by now we should not be accepting 'ITIL Certified'...... more

I have the same feeling about this issue. Would it be possible capturing the whole idea in a sen... more

by JGarciaBolao

1

Vote

JGarciaBolao

Just because you have a class leading tool (ITIL Certified!!), doesn't mean you'll deliver class leading IT. Service Management tools will need to be configured to your specific organisation's needs, right down to the workflow level. Defining this workflow level comes from your processes, and t... more

by Steve Morgan

"ITIL Certified" is an American myth perpetuated by companies that want to cater to the US's ment... more

1

Vote

Andy Atencio

Service Operation in isolation without CSI (a depressingly common practice in many orgs) is A Bad Thing, and misunderstands a core concept in ITIL: feedback for improvements

by Matthew Skelton (@matthewpskelton)

Principal Consultant, Skelton Thatcher

1

Vote

Rob Spencer

A set of defined interfaces into other business areas/processes that sit outside of IT

by Duncan Watkins

Rather than trying to define how other business areas should work e.g. duplicating effort in proj... more

by Duncan Watkins

1

Vote

Duncan Watkins

Deep down, ITSM is about Governance - Service Governance

by Peter Brooks

'My name is Governance.... Service Governance'. Yet another alias for Service Management Al... more

1

Vote

Richard Horton

Processes and tooling should add value immediately. The perfect solution may not be the most valuable. Adopt the concept of ‘good enough’

by Rob Spencer

Don't quite agree. It may provide some 'quick wins', but those are ephemeral. No one should lose ... more

by Joel Pomales (added by RS)

1

I agree with Joel. Creating value is more important than process and tooling, but it's not up to ... more

by David Moskowitz (added by RS)

I would vote for the second part, but not the first part

by James Finister

1

0

Vote

Value = perception

by Rob Spencer

Isn't this the other way around?

by Joel Pomales (added by RS)

Compared to the expectations?

by John Custy (added by RS)

as in - you can meet every SLA in the contract, but your customer could still be annoyed..

by Rob Spencer

Straight from Peter Drucker - value is what a customer takes out not what a supplier puts in (par... more

by Dave Backham

As a slogan it's valuably arresting. It isn't quite true, though. Perception drives value, cer... more

by Peter Brooks

0

Vote

The first question is always “what does your customer want?”

by Rob Spencer

“Do we care about wants or business needs?”

by John Custy (added by RS)

Good question John. They both have a purpose, and maybe we need to also think about "what does yo... more

by Stuart Rance (added by RS)

1

Suggest that both should be in alignment. The challenge is for different provider types. The inte... more

by David Moskowitz (added by RS)

I would argue that your first question should be "Who is the Customer?". Customer and User in IT... more

by Andy Atencio

0

Vote

#ITIL Processes should be used as building blocks, components in a supply chain of #IT Services

by Barclay Rae (added by RS)

Rather see this be supply network, most relationships are too complex to be a supply chain.

by David Moskowitz (added by RS)

1

I agree with David M. "supply network" is better than "supply chain" in this context

by StuartRance

2

Value network is probably a far better term

by James Finister

4

0

Vote

no profiteering on monopoly, recognise and reward volunteer effort, financial and governance transparency build community, no taxation without representation

by Rob England (added by RS)

0

Vote

As an #ITSM consultant, it's ME who adopts ITIL to get my customer's IT Services managed.

by Javier Garcia Bolao (added by RS)

Does this go further, to become something like "done right, the customer won't even know they've ... more

by Rob S

1

Yes, Robert, that's the point (both suggestions). Many customers would agree on that; they need t... more

by Javier Garcia Bolao (Added by RS)

1

Yes I think so. I think that the best processes are the ones where you don't even realise you're ... more

by Rob S

1

0

Vote

Organizations can't “implement ITIL”. Wash, rinse, repeat until you rid yourself of that completely. Starting with a mindset of continual improvement, organizations use ITIL as a reference to improve service delivery.

by Greg Tucker (added by RS)

0

Vote

ITIL is not about platitudes. It is about making things better for all stakeholders based on a variety of trade-offs, and balancing short-term reactiveness with long-term stability.

by Greg Tucker (added by RS)

I would vote for this if you delete the words "is not about platitudes. It" so that we just said ... more

by StuartRance

Sadly much of value in the ITSM world has been reduced to management by cliche

by James Finister

0

Vote

ITIL is the most successful scam since the sale of the Eiffel tower. ;)

by Aale (added by RS)

Pleased to see you join in Aale :-)

by Claireagutter

I rather like the Eiffel Tower

by StuartRance

ITIL is not a scam - its a set of practices that work. The scam is when selling it as something e... more

by Dave Backham

4

I have to say that since purchasing the Eiffel Tower my income from ticket sales hasn't lived up ... more

by James Finister

3

I would have to partially agree. The way ITIL is being "sold" in the US as a product that can be... more

by Andy Atencio

1

0

Vote

Attitudes & collaboration over Certification

by Dave van Herpen (added by RS)

Certification recognises that a body of knowledge has been acquired. We now need proper PRACTITIO... more

by Dave Backham

2

0

Vote

Adoptivity over Procedures

by Dave van Herpen (added by RS)

not sure I understand, can you explain?

by Claireagutter

1

0

Vote

IT services exist to support business processes

by Claire Agutter

Does this require everything the business does be defined as a process - even checking email?

by Rob S

1

Lets try and be less focused on process - both internally and when facing the customer. Lets talk... more

by James Finister

2

I agree with Rob and James on this one. IT services exist to help customers create value, not to ... more

by StuartRance

@ Rob S Isn't checking email part of the business's communication process?

by Claireagutter

@ Stuart R I don't think IT can understand how the business creates value without understanding h... more

by Claireagutter

1

Claire - I see your point. I was arguing from the perspective that eg. an informal email to your ... more

by Rob S

1

All business processes are fundamental value delivery mechanisms. IT services should enable or en... more

by Dave Backham

1

email is a means to an end. It is often baked into business workflow.

by James Finister

1

I'm inclined to agree although most business don't know what their processes are!

by John Hannan

0

Vote

Stakeholder value delivered by measuring the outcome from carefully managed services.

by Peter Brooks

The business investment portfolio enables the delivery of value to stakeholders. This is suppo... more

This is extremely long for a principle. It needs more thought and the essence should be captured ... more

by StuartRance

0

Vote

If the technology you are implementing doesn't contribute to a service that is in support of the organizational outcomes, stop.

by Andy Atencio

Technology being an umbrella term for not only physical technologies, but also end-to-end service... more

Extend it to activities, not just to technologies

by James Finister

1

Totally agree!

by Andy Atencio

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As a matter of fact, ITIL is not about IT; it's all about the business

by JGarciaBolao

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It is better to use a smaller part of the full lifecycle than doing one stage completely and ignoring the rest.

by Rob Spencer

ie - rather than doing SO perfectly and ignoring the design, do some BRM/demand, do some design c... more

This may be better phrased as "The lifecycle as a whole has an integrity/value not fully realised... more

by Rob Spencer

I would prefer "It is better to adopt some ideas from all ITIL lifecycle stages and all ITIL proc... more

by StuartRance

0

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*** ITIL or ITSM manifesto? ***** click + for ITIL, click - for ITSM

by Rob Spencer

ITIL

by Rob Spencer

ITIL

by James Finister

ITIL, because it is more widely known

by Vladimir Ivanov

ITSM, ITIL is just one possibility for organising ITSM

by Christian Tijsmans

As much as I would like this to be more generic, I think ITIL has become synonymous with ITSM in ... more

by Andy Atencio

ITIL - The original Call to Action was for ITIL. http://goo.gl/k34lcl

by JGarciaBolao

ITSM manifesto is wider and more inclusive than an ITIL manifesto (and ITIL is a privately owned ... more

by Antonio Valle

0

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Agree with the statement "ITIL is not about IT; it's all about the business". The business is experiencing a joyous rethink of what to expect from IT suppliers as a result of cloud, that rethink is having a big impact. I don't see anything here about a cloud-centric definition of managing service... more

by David Gandar

0

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None of the processes nor RACI models will work effectively without building appropriate “ownership culture/attitude” among respective teams/people.

by Wlodek Jakubczak

Processes will be just artificial elements of the IT organization if not properly "implemented" i... more

by Wjakubczak

0

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Individuals & Community OVER Institutions and Businesses

by taken from smcongress.com/core-values

0

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Trust OVER Control

by taken from smcongress.com/core-values

0

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Ingenuity OVER Process

by taken from smcongress.com/core-values

0

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We must have a best practise framework which describe the steps that are mandatory for any process.Persons who want to implement that process will choose the steps as per their requirement.

by Suraj Gupta

Ex : If i want to implement Release Management process than i have a list of activities that are ... more

by Suraj Gupta

Interesting argument Suraj - are you saying that you think ITIL should be more detailed? There's ... more

by Rob S

1

Hi Rob, please refer the below lines they are from Change Management Process where it suggest a ... more

by Suraj Gupta

Cool - sounds like you have a clear idea of the outcomes you want.

by Rob S

Suraj, I totally disagree. The thing that makes ITIL successful and applicable is specifically i... more

by Andy Atencio

Andy does make a good point here, the general feeling seems to be more about adaption than prescr... more

by Rob Spencer

0

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Process Measure techniques needs to be more ellobrated,after every process of ITSM we must mention its measure techniques

by Suraj Gupta

0

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ITSM is the global professional discipline for Service Delivery organisations.

by taken from Barclay's 'What is ITSM' paper (posted by RS)

This is principally for technology departments, companies and individuals, plus other internal- a... more

0

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ITSM enables successful service delivery.

by taken from Barclay's 'What is ITSM' paper (posted by RS)

‘Successful’ means business-driven, customer focussed, efficient, effective, consistent, reliable... more

0

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The focus of ITSM is on delivering successful Business Outcomes and Customer Experience

by taken from Barclay's 'What is ITSM' paper (posted by RS)

The fundamental guiding principles behind all ITSM activity are to engage, deliver, measure and i... more

0

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Features of ITSM

by taken from Barclay's 'What is ITSM' paper (posted by RS)

ITSM provides a practical and proven approach for Service Providers as follows: An engagement mo... more

0

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Our ITIL process should able to cater next 5 years future technologies & their management.

by Suraj Gupta

0

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The crucial chain: requirements - design - outcomes -> value is an essential of ITIL that's often ignored, neutering any attempt to get genuine value.

by Peter Brooks

Instead of seeing the chain binding requirements, design and outcomes to produce value, many simp... more

0

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My browser counts 42 occurrences of the word "process", 3 occurrences of the word "community" and 1 occurrence of the word "collaboration"

by JGarciaBolao

0

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Integration of processes and holistic approach, such as: " Providing quality IT Services involves defining, implementing, operating and improving 26 sets of activities (processes) which integrate the ITIL Service Lifecyle. This SLC has to be considered and treated as a whole. Inputs, outputs an... more

by JGarciaBolao

0

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ITIL should apply and be adaptable to all service providers, catering for in-house and outsourced service models easily

by Anna Leyland

0

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There is no such thing as a ITIL compliance nor maturity on any level (process vs Process, service vs Service...) by the nature of ITIL as adoptable and adaptable framework.

by Radko

0

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There should be more effort put into taxonomy, object decomposition....

by Radko

0

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Tangible outcomes over services

by Mauricio Corona

0

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Sharing and knowledge over ownership and content

by Mauricio Corona

0

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ITIL Scientific research and academia over questionnaires and non reliable researches

by Mauricio Corona

0

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CSI is journey travelled together by customer and Service Provider

by Sathiyan Srinivasan

Continual Service Improvement is a journey executed together either as process mapping or story t... more

0

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The focus is not to be ITIL compliant (as many do), but improve your business using ITIL best practices. Can you prove this?

by Angel Berniz, ServiceManagers.org

0

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The focus is not to implement processes and let them running. Focus on getting sustained business improvements every month!

by Angel Berniz, ServiceManagers.org

0

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Service Delivery over Service Support

by Angel

0

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Customer Experience over Only Reaching SLA

by Angel

0

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Agile Change Delivery over Traditional Change Management (delaying improvements)

by Angel

0

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Cross-technology Service Teams over Technology-based Teams

by Angel

0

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It's not about developing processes, it's about developing a mentality of enabling customer outcomes in the form of service provided by IT

by Suman

Processes are not just drag and drop items

by Sumanprasadsingh

0

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Service management guidance is for the enlightenment of managers - assisting them in their constant, challenging balancing act

by Peter Brooks

It is not a set of rigid rules to excuse managers from thinking. It is not a set of silver bul... more

0

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Rather manage services with no tools than expect tools to manage them all for you.

by Peter Brooks

0

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The plan is essential, but must be adaptable to circumstance

by Peter Brooks

“No plan,survives contact with the enemy.” Helmuth von Moltke. [the customer or user, in service ... more

0

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BRM can mean playing golf with the board - but only if business insights acquired are written down and shared

by Peter Brooks

BRM is immersive - but the immersion is both in the business as an embedded observer & advisor; ... more

0

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