Weaknesses of ITIL business cases
Don’t look for evidence of ITIL - there isn’t any. Not real solid research evidence. There is anecdotal evidence from CIOs who have just spent X million dollars of company funds and are asked what kind of return they got on the investment. There is the usual “how would you rate your brilliance in choosing ITIL, on a scale from 1 to 5” nonsense from analysts that would not get past the editors of a peer-reviewed journal. But there is no scientific evidence whatsoever that ITIL makes a difference.
Best practice is not always good practice, for two reasons. Firstly, as an interesting business thinker from that great country New Zealand, Mark Di Somma says: “World class best practice looks like everyone else” (http://www.markdisomma.com). What ever happened to differentiation? Zig when they zag? Secondly, best practice can result in over-servicing the customer; unnecessary gold-plating. (see Core Practice (CoPr, copper not gold, get it?).
People, Process, Technology: remember that from your “sheep-dipping” (ITIL Foundations training). It gives us two points of weakness in our process-centric proposal:
It comes as no surprise that the geek-controlled-industry overlooks the people aspect. People do not like change, especially when it threatens their jobs or when it threatens processes they built and own. Do not expect universal support – be prepared for active white-anting of your business case.
And please please please avoid the Great IT Trap: getting fixated on the technology (those geeks again). The IT Skeptic would argue that at the point when you are building a business case for an ITIL project you cannot possibly know what technology you need. That will require a smaller business case of its own once you understand what is your desired TO-BE state, as the consultants would say. You need a pretty clear picture of what you have and where you are going before you start evaluating tools.
This post is an extract from the ITSkeptic's ITSMWatch article What Goes into an ITIL Business Case