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Are ITIL adoptions doomed?

Russell Steyn

Foster-Melliar

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In search of success Foster-Melliar has trained almost 10,000

people in ITIL and related in the last 10 years

We have been directly and indirectly involvedin 100s of implementations and adoptions

Assisted companies with tool procurement

and customisation We read the newspapers.

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In search of success

What we are looking for is.

Success Stories?

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Case studies?

Name one?

Now name a company that attributes successto ITIL (i.e. no vendor case study?)

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Unpack the problem ITIL implementations

The problem lies in the first word

Of course the problem lies in the second word!

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What is driving ITIL? Certification

Vendors (tools, solutions, services) Customers demanding adherence to ITIL

Whats missing?

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What should drive ITIL/ITSM?

The need / desire to improve service to our

Customers

Improve productivity + Reduce costs = Make

more money

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Certification Are you ITIL certified?

Does it matter?

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Job Interview

Candidate A Candidate B

Smoker

Has been fired twice Frequently late for work

citing overslept as the reason

Has tested positive for

recreational drugs in the past

Drinks half a bottle of whisky

every night Loves Kids

Has won many awards and

accreditations Vegetarian

Non smoker

Loves animals

Drinks an occasional beer

Faithful husband

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Candidate A Candidate B

Source: snopes.com. Slightly modified

Job Interview

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Certification Vs Education

Tied to KPI

Personal goal (PDP)

Scored A+

Certificate never expires

Training plan

Individuals identified

Right level as

appropriate

Refresher (Top-up)

Benefit for company?

BA

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Interesting Stat What % of people doing ITIL foundation go on

to do either Intermediate or advanced levels?

Source: Foster-Melliar 2009

6%*

* = ITIL v3

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Lets unpack the drivers Certification

Vendors (tools, solutions, services) Customers demanding adherence to ITIL

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Lets unpack the drivers

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In a vendor driven world

Innovation

Research

Can solve specific

problems / issues

Need to make sales

targets

Often not part of the

greater ITIL/ITSM

initiative

Benefit Problem

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Lets unpack the drivers Certification

Vendors (tools, solutions, services)

Customers demanding adherence to ITIL

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Why do Customers Demand?

Reduced Risk when

dealing with 3rd parties Assurance of

competency

Assurance of quality

We do ITIL so You doITIL

Isnt that what ISO20,000 is for?

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More Demand?

And when KING III is legislated?

What will happen?

A Prediction

Companies will say: Help me to ____________

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So, you want yourimplementation to fail?

Reverse the PPT!

I can help!

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So, you want yourimplementation to fail?

Start with a tool

Arrange the PO

Hold thumbs

I can help!

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So, you want yourimplementation to fail?

Get someone to draw up some processes for you

No wait.too expensive

You can get them cheaper

I can help!

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So, you want yourimplementation to fail?

Ignoring the people aspect

No proper [people] change management

Who will beheld accountable for the initiative

Do they know?

Linked to KPI / Incentive? Who will keep the EXCO / Board?

I can help!

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Why do ITIL/ITSM adoptions fail?

Your view?

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Russells top 3

1. Its an IT project (Sometimes not even all of IT)

2. Its under resourced

3. Trying to please

Reasons ITIL adoptions fail

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Un-Doom your adoption!

1. Start with the people

2. Does a culture of Service exist?

3. If not, refer to 1.

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Un-Doom your adoption!

1. Train for the right reasons

2. Appoint people for the right reasons

3. Engage IT Service Providers Consultants for the

right reasons.

The right reasons

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Un-Doom your adoption!

What ever technology you decide on Dont over customise

Dont over comprimise

The right reasons

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In summary What is driving ITIL at the moment?

Certification

Vendors

Compliance

What should be driving ITIL and ITSM?

A genuine desire to improve service levels

Costs down Revenue up

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Thank You!

Russell Steyn

RussellS@foster-melliar.co.za