Eating the ITIL elephant one leg at a time
It is ridiculously common for advice about ITSM to talk about which ITIL process to do first, or what order to do the processes in. Even the official books Planning to implement Service Management and ITIL Lite are built on the premise that an ITSM initiative is assembled from the ITIL processes. Wrong wrong wrong.
Take as a random example Change Management Can Be Key to Winning Business Backing for ITIL by Ann All.
It was Ian Clayton who pointed this article out on twitter as "another post about what ITIL process to start with is like choosing which truck to run in front of".
Ann started out well with
I think many organizations take a big-bang approach to ITIL instead of first focusing on what business problems they are trying to solve or business goals they are trying to achieve, questions that should help them determine...
and then fell at the last hurdle
... which processes to implement first.
Processes aren't lego blocks. You don't stack them to build ITSM.
Put another way, you don't eat an elephant one leg at a time, you eat it one steak at a time. And one mouthful at a time within the meal.
As my Tipu Method will explain soon when the details are published (under Creative Commons license):
We should understand what are our business goals for service, and derive from those goals what are the required outcomes from service delivery, then focus on improvements that deliver those required outcomes … and nothing else.
One way to improve focus is to work on smaller units than a whole practice. Tipu decomposes the service management practices into smaller, more achievable units of work, called “mahi”. The approach goes like this:
The value we are asked (or propose) to produce is A.
Therefore the organisational goals or Objectives are B.
Therefore the improvement Outcomes required are C.
Therefore the programme Outputs to be produced are D.
These outputs come from
Specifically they come from the following bits of those practices H thru Z
By breaking it down into only the bits that compose a solution to deliver to a customer-focused business value, rather than working on a whole practice for its own sake, we are starting on the outside and drilling in, focusing on demonstrable value.