Why ITIL is IT-centric not customer-centric
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.
ITIL has advanced us from being technology-centric to being service-centric but I think it still has a way to go to be customer-centric. In ITIL we use customers to define services but we use them as some external reference not as an active part of all our systems. They are there in the distance, at the beginning and/or end of processes, on the outside.
Way back when I wrote Who does the service desk serve, in the comments Oskar challenged me to name "some internal-centric (inside-out) aspects of ITIL". I replied:
Um... most of it.
- Where is the Customer Relations function?
- Where is the customer involvement in the CAB? In Incident? Major Incident? In Release?
- How many mentions of the Service Catalogue are there in the five books?
- How many metrics and KPIs are determined and measured by the customer?
- Where are any mentions of corporate governance of IT?
Perhaps readers would like to name some more indicators of how ITIL V3 is an inside-out, self-centric framework?
I'm fascinated by the number of IT people who just don't get this, who just can't step outside and look back in and see the back of ITIL's head as it gazes at its own navel.
How would IT look if it were run like a five-star hotel? Or if that sounds too expensive, like Starbucks?