SOLUTION BRIEF
5 Practical Ways to Escape an ITIL Nightmare Working at an organisation that uses the IT Infrastructure Library (ITIL) can be such a miserable and unhappy experience that some have chosen to stop working in IT departments that use ITIL.1 — Ethereal Mind
This isn’t an isolated situation either the report was written in response to a larger survey in which technology professionals were asked why they have come to hate ITIL. All of this venom toward the IT service management framework comes at a time when many experts are actually praising ITIL assuming that organisations use it in strategic ways. The message for ITIL haters is that the standards have become so rigid and outdated that they end up holding back IT departments and creating frustration for users. Those who are behind ITIL are in favor of the framework when it is used strategically in support of more innovative IT strategies. For example, ITIL is widely regarded as an excellent tool in building a solid service delivery framework that can be used as the foundation for DevOps strategies.
Two such disparate views surrounding ITIL exist not so much because ITIL is inherently problematic, but instead because many organisations often add on to and change their ITIL plans over time. Processes can be added because of past problems and remain even after those issues have been taken care of. Checks and balances could be put in place even if they no longer make sense in the current IT environment. As these types of issues add up, ITIL can turn your IT department into a bureaucratic quagmire that will frustrate even the most patient IT professionals. There is plenty you can do if this has happened in your organisation. Five practical ways you can turn a nightmarish ITIL setup into an effective one are:
1. Strip Processes Down To The Basics Identify the core capabilities that are most important within your ITIL strategy and get rid of everything else as you consider how to design your new ITIL framework. Focusing on the basics will allow you to identify what is most important to the organisation and establish the processes necessary to put those practices into place in such a way that it fits your operational demands.
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SOLUTION BRIEF 5 Practical Ways to Escape an ITIL Nightmare (continued)
2. Implement Automation Process automation tools can alleviate the operational burden facing many IT professionals in rigid ITIL departments. Establishing a clear service delivery framework and using that to script processes can empower organisations to identify opportunities to automate. This is particularly invaluable when it comes to documenting processes and creating audit trails. Having users manually track these tasks can become extremely cumbersome and a frustrating step within ITIL operations. Automating these documentation processes pays dividends by eliminating the tedious work that can come within ITIL setups.
4. Don’t Force Square Pegs Into Round Holes Not every ITIL process or ideology will make sense for your IT department. That isn’t a problem. In the past, organisations have felt a need to go allin when they implement ITIL. That isn’t necessary. ITIL isn’t a regulatory standard, it’s a collection of best practices. Take advantage of this flexibility to strategically take advantage of ITIL where it works for you without forcing yourself to use it everywhere.
5. Establish a Roadmap for ITSM Upgrades The rise of cloudbased ITSM software platforms is making it easier for organisations to add new modules and adjust the system based on your needs. Because of this, you can focus on right-sizing your ITSM plans by implementing service desk tools based solely on your immediate needs and adding functions gradually over time. This eliminates much of the overhead that can come with deploying ITSM tools alongside a large-scale ITIL plan and lets you focus on your primary goals.
3. Identify Future Priorities
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Many ITIL projects end up falling flat over time because procedures and governance strategies have been tacked on - whether they fit existing workflows or not. In many cases, this happens in response to changing operational requirements. Getting proactive and anticipating future needs can ensure your new ITIL plans remain relevant over time.
ITIL doesn’t have to become an inflexible nightmare for businesses. Instead, companies that strategically build out their IT plans with flexibility in mind can set themselves up for long-term success. Learning Tree can help with a full curriculum of ITIL training courses to prepare your staff for success.
Sources: 1 http://etherealmind.com/why-i-hate-itil-so-much/
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