The IT Skeptic - Comments for "ITIL v3 Process Maps"

Fair Process

CaryKing — Sat, 05 Feb 2011 02:23:35 +0000

Besides Kotter's change structure, we've found that the approach suggested by Fair Process - Kim and Mauborgne in HBR (2002) - works very well indeed.

We focus on eliciting Why statements from management and staff so that they develop their own motivations - which tends to overcome the fear and status quo bias that prevails. People don't mind change, but they really hate being changed.

We use ITIL and other standards as guides. We are, sometimes, invited in after the initial itilization failed because of focus on process instead of execution.

We are increasingly finding that a simultaneous focus on financial transparency and service budgeting helps - because it helps to include the rest of the business and moves towards an outside-in focus instead of the inside-only focus. An adaptation of Dean Meyer's materials and Ian Clayton's.

Have fun in Las Vegas.

Case studies

skeptic — Sat, 05 Feb 2011 00:38:12 +0000

I have a few :) Start with this one which is salient to your comment, Cary: A Tale of Two Leaders

Won't your vendor just give you those for free?

CaryKing — Fri, 04 Feb 2011 15:43:32 +0000

It seems to me that, if you're simply trying to implement according to a view of ITIL, you should consider using the one the vendor provides.

That way your practices will totally align with the software you spent so much on.
The vendor no doubt spent a lot of money to get their software "certified" by someone, else you wouldn't have bought it.

Just do what they say and quick as a bunny, Bob's your uncle.

Getting your people to consistently execute on those processes is likely to be an issue. But, your processes are all done - you are ITIL-ized.

I'd love to read a case study on this....

Cary

Same process for everyone?

Stewart M Johnson — Fri, 04 Feb 2011 11:00:27 +0000

The faulty assumption here is that there is one set of processes that can be "derived" from ITIL that applies to every organisation. These would perhaps be useful as inspiration in defining processes specific to your organisation, but it'd almost certainly be a bad idea to take them and plonk them into any organisation without thinking about whether they're a good fit or not. Buying these and using them as-is would be bypassing the "strategy" part of ITSM.