1. Unlearning ITIL Aale Roos www.pohjoisviitta.fi @aalem

2. I will show you: that ITIL has some serious “problems” it is a good idea to unlearn some ITIL concepts

3. Aale Roos MSc Statistics ITIL Service Manager & Expert ISO 20000 Consultant EXIN Professional Speaker at –Pink11 –itSMF: Finland11, Russia12, UK12, Estonia12 –TFT12 ITSM person of the year 2012 by itSMF Finland

4. Short history of ITIL 1980´s British Public services Internal => Mainframe => Class society => Bureaucracy => No customers or suppliers

5. I T I L st included some great ideas Processes Services

6. …and that restoring service and permanent removal of causes are two different things

7. V3 added service lifecycle and a lot of problems

8. for example Silly Strategy book with funny examples Two Demand Management processes Service Lifecycle without Business Relationship Management Crazy definition for incident

10. for example cont. Lost Proactive Problem Management Illogical graphs Overlapping processes and so on Why did people accept it?

11. Picture by James Finister

12. Edition 2 0 1 fixed many problems

13. for example Silly Strategy book with funny examples Two demand –management processes Service Lifecycle without Business Relationship management Crazy definition for incident Lost Proactive Problem Management Illogical graphs Overlapping processes and so on examples removed + rewritten BRM added came back + rewritten removed removed or fixed just one left

14. BRMStrategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt Between a customer need and a new service there are 9 processes actually 11 but I ran out of space

15. BRMStrategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt And all have the power to stop but none of those creates the new service, they just make busywork

16. BRMStrategy Demand mgmt Service Portfolio Design coordination Service catalogue mgmt Service level mgmt Transition planning and support Change mgmt You don’t need them XXXXXX

17. What is service? = Definition for outsourcing Internal IT?, Failed projects? Service is what IT does

18. A ferry & bridge provide same value = same service Service lifecycle ≠ infrastructure lifecycle What is service lifecycle? Business manages service lifecycle IT manages infrastructure lifecycle

19. What is best practice?

20. Cynefin framework 2011

21. Complex certification scheme No scientific theory No empirical evidence A combination of ideas, current practices, lore

22. 21 years of ITIL At itSMF UK 12 conference 75% presentations about ITIL Many incident /problem management sessions

23. 21 years of ITIL after initial success processes fail ITIL trainers & consultants blame the IT people

24. ITIL is a stage in the journey Don’t stop there! 1862

25. We need better terminology ITIL is not clear Event Incident Major incident Problem Service Request Service request Event Incident Catastrophe A failed disk is Infra vendor Service Provider Service Desk Customer

26. fault observed repair service restored customer problem taken care satisfied customer fault management = incident mgmt ? customer service = ? We need better processes

27. Consumer Contact 27 Feedback –opinion –wish –complaint Support request –help –unverifiable –fault Service request –request for an activity –request for a product –request for a change

28. What now Innovate Test Improve You are on your own, there are no textbook solutions Be brave

29. Recap forget ITIL incident/ service request/ event/ problem Service lifecycle is as valid as Soviet 5-year planning most value in ITIL is in V2

30. never implement ITIL

31. thanks