Eugen Oetringer suggest that, for a successful Service Management/ITIL project, you need to understand ITIL’s current status versus the agility needs of today’s world: Until the late ’90, in an environment of 80.000 IT colleagues, we had a practical and highly effective Service Management/ITIL. Then came ITIL V2. Our practical processes were replaced by bureaucratic processes. The quality of our services dropped. ITIL V3 was published as a practical replacement. During a recent ITIL project, it turned out, ITIL still lacks solutions to the same shortcomings as 15 years ago, in particular:
- Where are the lessons learned and their solutions of the past 20 years?
- Where are the do’s and don’ts? Example: when the CMDB works well versus when it moves beyond the tipping point where maintenance aspects and costs grow exponentially, and failure becomes eminent.
- Where are the adjustments for the agile requirements of today’s world? Examples: natural process flows and guiding mechanisms; effective techniques for phenomena such as virtual traffic jams and the endless number of test scenarios.
- Where is the solution to the structural conflict of the working practices of agile best practices and those of ITIL?