Don’t let ITIL get in your eyes

Driving to work today, the sun was low in the sky and it made it hard to see clearly.  Pulling down the sun visor helped but if you’re like me – vertically challenged – it can have a limited effect.  So it was a difficult journey because the sunshine, though welcome, obscured the view.

I think ITIL can be like that sometimes.

Some people worship at the altar of ITIL as though it is there to be obeyed at all costs. You must do it like this; you must have this process in place; you must implement this tool.

In our desire to adopt ITIL, we forget that ITIL was never set up to be a religion. ITIL is guidance, not God.

As a consultant, it can be easier to step back and see the bigger picture, because we are not caught up in the weeds of day-to-day service operations. The flipside is that we can be a bit evangelical and over-zealous.  And that’s where the balance needs to be struck.

In reality, a full-blown incident management solution is great, but if a spreadsheet and a one-page procedure will do, then we need to suggest that. Not deliver two-hundred pages of shelf-ware and a sexy top of the range piece of kit that takes months to implement.

A good consultant will know the Albert Einstein quote and suggest a solution that “should be as simple as possible, but not simpler”; one that will get you started on the right path and will lead you to the promised land of an ITIL-aligned solution that best serves your business’s needs.

Rather than being blinded by the ITIL sunshine, if your sun visor does not provide adequate shade, a cushion on your seat can be a better solution than hiring a chauffeur or buying a new car.

Published by

Jane Sleight

I am a Senior Service Management Consultant at Sopra Steria and an author of romantic fiction.

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