James West posted an article on service desk 360 recently making bold but very informative claims that ITIL in IT service sectors is not enough to purely run your business on, the article in question is on the link below:
http://www.servicedesk360.com/archives/698
So do we agree here at Cobweb? From my point of view too many people regard ITIL as the 'be all and end all' of service management and support infrastructure and do not even consider other methodologies. Whilst ITIL version 2 and now 3 offer some extremely good models and advice they state it is a 'framework of best practice'.
I think that from this frame work you can take certain relevant parts and use them in your business or use in conjunction with already adopted strategies and process; but to adopt the entire philosophy can be extremely painful both operationally and from a cultural stand point. In certain organisations this simply will not work.
At Cobweb we do take ITIL very seriously and do use parts of the frame work across the business but i cannot see us ever being pure ITIL as James West suggests there is much that is not covered by ITIL.
Comments