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January 21, 2006

Top Ten Things Everyone Should Know About ITIL

1. The celebrity and challenge of CMM (capability maturity models) redirects focus away from the true value of ITIL -- ITIL is about maturing the business competency of IT organizations.

2. The competency means organizing capability so that it has business value.

3. Management processes, collectively, are the link between IT capability and Business demand.

4. The management processes must be integrated in order to continuously coordinate the involved assets, events, requirements and demand.

5. The tangible deliverable of the integrated management processes is an IT infrastructure for Business.

6. The intangible deliverable of the integrated management processes is IT service assurance for Business.

7. All deliverables can be evaluated; specified deliverables can be measured.

8. Measurement is only one kind of information necessary for process integration to successfully support the business. Belief, preference and priority describe the business in a way that critically constrains success.

9. There is no such thing as ITIL "Compliance". Instead, there is compliance to requirements that are ITIL-compatible, but the requirements are defined by the business, not by ITIL.

10. ITIL is a framework of models for implementing management processes, not a rulebook of technical standards for managing implementations.

Posted by Malcolm Ryder at January 21, 2006 4:03 PM

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