You can read much criticism about ITIL® these days, and how well, or how poorly, it is implemented. At the very least, ITIL is “just” a framework that helps you and your organization drive the change towards a more customer-focused and service-oriented service provider. ITIL supports this with a huge number of guidelines and should not be blamed for processes that are not implemented well. But, what is “implemented well” and what is “not”? How can you find out? Where can you get clear answers on what to improve?
The same situation exists in many organizations. The ITIL processes are defined, roles assigned, the tool configured accordingly and all the employees are trained. Some of them with an intermediate grade, and one or two are even ITIL Experts. So, you would think everything is fine. Even so, it still does not work and there is no way to explain “why”. The implementation of changes—even of existing change requests—leads to even bigger challenges for everyone involved. See diagram below “Components for Controlled Service Environment CSE”.
Suppliers are not managed (correctly), even though a supplier management process is in place. Despite monitoring of availability and performance, bottlenecks are not recognized in time. The teams are still not capable of making a distinction between incidents and problems.
Obviously, the process maturity is not where management expected it to be. How, and especially, where should one go about getting optimal performance out of the Service Management System?
What is missing? Where, and how to improve? What is the exposure to risk in the current situation?
If you would like to learn more about TIPA, watch this video “What is TIPA for ITIL?”
More information on the ITIL and TIPA courses is available in the ITpreneurs Course Catalog.
About the author
Martin is the founder and Managing Director of Glenfis AG as well as certified ITIL Master CISA, CRISC and CGEIT.
After some years in systems engineering in the mainframe- client-server environment, he went on to manage and successfully complete numerous IT infrastructure projects.
For over four years he was responsible for the operation of all decentralized systems and applications at a Swiss private bank. Today, as Managing Director of AG Glenfis, he leads demanding sourcing and service management projects for a wide range of customers. Since 2002, he is also a course instructor in ITIL, ISO 20000 and COBIT.