IBM: the company with such a firm grasp of ITIL strategic issues that they sold their service desk
Is it just me or does anyone else think it is a bit rich IBM lecturing ITIL vendors?
After all, this is the company with such a firm grasp of ITIL strategic issues that they sold their service desk product to Peregrine, abandoned to an inevitable brutal death. That's a bit like GM getting out of making engines and then telling other auto makers what they need to make cars. Listen to IBM's understanding of how important a service desk is to service management:
"It would be wrong to assume that it was a non-performing product," insists Dean Verhaege, VP strategy at Tivoli's enterprise solutions group. "It generated a consistent cash flow and delivered a satisfactory return on investment. The reasons for selling it are primarily due to the refocusing of Tivoli's business."
Or, as Mike Twomey, senior VP at Tivoli's small-to-medium business management solutions group, put it at the time of the sell-off: "The question was does this fit strategically as a product set? The conclusion was no. It's still a strong product, considered one of the leaders in the space."
I have a lot of respect for Big Blue. I was aghast when the sale happened and the mystique of IBM died for me that day. To this day that move mystifies me.
I actually agree with the main thrust of the article: the vendors have been slack in documenting how to do ITIL using their tools: "the onus is on IT management vendors, not customers alone, to figure out how to do that". But people who live in glass houses shouldn't throw advice.
It also begs the bigger question of why ITIL does not address some of this. As the vendors work their way up from the technology, OGC should be working their way down from the processes. But that is a blog for another day...