is itil past its prime? a look at what’s next for service integration

© 2015 Information Services Group, Inc. All Rights Reserved.

© 2015 Information Services Group, Inc. All Rights Reserved.

A Look at What’s Next for Service Integration Is ITIL Past Its Prime? 

Lois  Coatney,  Partner,  Ola  Chowning,  Director,  Kevin  Boulas,  Principal  Consultant  

© 2015 Information Services Group, Inc. All Rights Reserved.

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Agenda

o How are the expectations of IT Changing?

o A Case Study: JitterCorp

o What is next for Service Integration?

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ITIL’s first goal was to untangle the “IT hairball.”

IT needed: o  Predictability o  Cost control o  Minimal disruptions

ITIL provided: o  Process rigor o  Planning and documentation

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Emerging technologies are changing the expectations for IT

“I need information now to solve my problem.”

“IT is too focused on technology and is not

about business solutions.”

“IT is too slow and unresponsive – always behind

schedule and over budget.”

$

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Is process-heavy and internally focused ITIL service management at odds with the new imperatives and pace of change?

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ITIL

What do you think? ü  There is room for both. ü  ITIL is fine as a framework, but

implementation needs to change. ü  ITIL needs to go!

vs. vs. Customer-focused Agile-driven

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So, is ITIL past its prime?

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Case Study

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Case Study

CEO CIO

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How do you mobilize?

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How do you build, test and deploy under a tight timeline?

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How does interaction with end user change (Service Desk)?

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Where are the constraints in the current operation that will stifle the momentum.

Integrated  Service  Delivery  

Data  Integra>on  &  Analy>cs  

User  Enablement  /  Self  Serve  

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The new Service Integration imperatives for a successful IT environment?

Provider  Accountability  

Data  Integra>on  &  Analy>cs  

User  Enablement  /  Self  Serve  

Integrated  Service  Delivery  

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