The Highs and the Lows of ITIL Adoption

Today, we feature Gartner's (www.gartner.com) Teleconference presentation on ITIL adoption in the Asia Pacific Region.

In case you missed it on August 31st, it tells us:-

• Why and how are organisations adopting ITIL?
• What inhibitors are holding some organisations back?
• What approaches are organisations using to justify ITIL,
and what benefits are they gaining from ITIL adoption?
• What are key trends and best practices are highlighted by Gartner’s APAC ITIL survey?

It also reveals...

Why ITIL: It’s a powerful starting point:-

•De facto standard best practice guidelines
•Well-established, integrated and mature
•Professional and corporate certification
•Extensive supporting resources
• It’s common sense —

And Where ITIL is weak? (Dr. ITiL Comments Added '*')

• Relationship management
* Very weak, right across anything to do with people and human beings in general.
* However provides key interface points and highlights 'moments of contact' such as meetings, discussions and obtaining sponsorship and support.

• Service costing and invoicing
* Yes, but that's what accountants do isn't it??

• Service life cycle management
* OK, but the "cradle to grave" elements will be added come 2006 with the launch of the new core books; including Service Design and Service Introduction.

• Supplier management
* Mmmm, ITIL could do with some OLA standard templates, some suggested Supplier Scorecards and also - most important - the need for executable supplier exit plans, so often not in place with outsourcing contracts from the outset.

• Linking to business strategy and business service management
* Opportunities exist in the future for linkages to the European Framework for Quality Management (EFQM). This will help.
* Possibility that in 2007/08 eTOM integration could also support this aspect of ITIL.

• Maturity model
* This is needed and we hope it's in the 2006 V3 material, but not based on the Software Development CMM - use the Service CMM

• Tool vendors are slow to adapt and it is impossible to judge tools “compliance”
* You can't really be compliant to a "best practice", only a standard. However, with the forthcoming change of BS15000 to ISO20000, it is likely that larger organisations will demand clear "badging" on the box that their tools are ISO20000 compliant, in terms of support the organisation obtain, and then maintain it's compliancy.

• Lack of clear development road map
* At a high level it is clear, however the lack of ongoing ITIL standard working parties (like we find with eTOM) does mean a 'start / stop' approach to ITIL enhancements.

Access the Full Presentation Pack Here...