Resistance To ITIL?

February 12, 2010

Resistance? To ITIL?

That can’t be true!

Everyone knows ITIL processes can improve IT service support and delivery costs, improve internal IT service management processes, and even make coffee in the morning!

You can laugh now! Everyone does not know that ITIL can improve internal IT processes. (OK, the part about coffee is untrue as well!)

But for SME’s looking at ITIL, first, it is a journey. And like all journey’s it involves change in the way people work, and changes in what they may be responsible or accountable for. And like any change, we as humans can resist change when we don’t understand the WIIFM. (What’s In It For Me?)

Along that concept, Ann All at ITBusiness Edge has a great article that I want to pull two bits from.

First, your IT team may be as resistant (or more so) to change as anybody else in your organization.  For some technology staffers, it may simply be not understanding the business implications about what ITIL can provide. And for some it may be because they are addicted to the glory of heroic  IT acrobatics, after all, avoiding any incidents or problems in the first place is hardly glamorous. And some technology staff can simply see it as an unnecessary inhibitor or overhead to their getting real work done.

The warning here is that an announcement that ITIL is going to happen on Friday! – Sorry, that won’t work. Like any organizational change this journey will be slow, require 10 times the communication that you thought necessary, and has to be taken in small, incremental steps. (You can try to do it all at once, but unless your teams and your people thrive on ripping the guts out of your business and rebuilding it from the ground up, you will have a hard time of it)

The second piece I wanted to emphasize, is that implementing ITIL processes are not an all or nothing exercise. I know that I have written a lot about this, but here is one excellent example. As the article referenced above states about one journey into ITIL;

… didn’t invest in a new tool until nearly three years into its ITIL initiative,

It is not all or nothing.

People, process then finally tools.

They built their methodology in bite sized pieces, then started looking at service management software tools to help them.

Not the other way around.

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2 Responses to “Resistance To ITIL?”

  1. elliotross Says:

    Thanks!

  2. plannetplc Says:

    The Experiental learning approach to ITIL can help get the message across! http://plannetplc.wordpress.com/2010/02/02/37/


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