The IT Infrastructure Library www.itil.co.uk
Not only has ITIL V3.1 2011 not fixed the problems with business-vs-technical services, they have gone the wrong way and reinforced the problem. I will fight to the death to say there is no such thing as internal supporting "services", because I care about ITSM.
Recently I had a few things to say about DevOps. In a nutshell, DevOps is a niche approach to service design and delivery, which won't have much impact in the near future on traditional Operations of core systems. The concept of better integration between Dev and Ops is good, but the cultural issues and most of all the risks speak against it. And the way some people interpret it is downright dangerous. Now I want to zoom in to look at the relationship between DevOps and ITIL.
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V3.1 V3 "2011 Edition", from itSMF International. Of most note is the extraordinary increase in the size of ITIL.
Let's discuss the only information we have about the upcoming ITIL V3 2011: this FAQ.
On July 29 2011 we will get the update to ITIL V3. There are calls for us to just relax and stop worrying about ITIL V3 2011. Those unconcerned by changes to ITIL are those immersed in it: the experts, the consultants, the trainers. The other million users of ITIL can't keep track of all the differences between V2, V3, and V3 2011. They don't have the time or the interest (or the means). Right now they are confused and uncertain. And Castle ITIL aren't helping.
According to an "Elert" email from TSO, "ITIL 2011" will replace "ITIL 2007" on 29 July 2011. I can find no official announcement of this date on the OGC "Official ITIL" website, nor TSO. Odd. Premature elertication?
Despite all the fine words, ITIL is clearly still a body of knowledge written by IT geeks for IT geeks and focused inward on IT. It has as much to do with the customer as a blue-print for a ship has to do with fishing.
A nice lady from BMC asked me on twitter "which ITIL tenets do you question?". I think a number of tenets of ITIL are open to question, even if I have formed my own conclusions for some of them.
The ITIL training industry is geared up to produce standardised certified theoretical courses. We've seen a lot of simulation games added to the mix to try to make the training a bit more practical but it is still nowhere near what I would call real ITIL training.
Idly browsing the other day in another context, I noticed a most peculiar omission on the "ITIL Official Website" (that always strikes me as such a pompous name)...