ITIL,SaaS, And Blood Red
December 29, 2009
Confession, When I read the post I reference below, the title reminded me of a tune by a fave band of mine, the BoDeans, So I stole the title for this post from a song of theirs titled; Black, White and Blood Red.
Anyway, I have written before that ITIL is a framework of best practices, it is not a follow the dots prescription that every business can use to do things the same way.
As a rough analogy, a recipe presents you with each ingredient, their order of mixing and a required temperature that will provide a consistent result for everybody that uses it. Whereas the ITIL processes present a recommended end state, with some guidance on methods that can help achieve it, but like a football game, the individual plays can be different for each business.
In this post titled SaaS and ITSM – a Marriage Made in Acronym Heaven? Stephen Mann takes a fairly deep look at some research on the delivery of IT Service Management (ITSM) via Software as a Service (SaaS) rather than on premise tool sets.
Note that if you are just getting your feet wet improving ITSM, Mr. Mann’s post is pretty high level. However he presents one good lesson I never thought of, that lesson is that since every business may have a different ITIL path that they are following, care has to be taken when choosing tool sets that the tool can fit your internal processes. As Mr. Mann states;
In Butler Group’s opinion, a SaaS solution must be architected such that the customer is able to self-customise its ‘application instance’ (to reflect in-house processes)
This is a good thing to watch for as beginning a journey towards improving ITSM is hard enough working on improving your own processes, without adding the complexity of being forced into someone elses process models.
UPDATE: Christopher Dancy pointed to a much more in depth look at SaaS & ITIL here; http://www.servicesphere.com/blog/2009/6/4/saas-30-and-itsm-match-made-in-heaven.html
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