Top 20 (OK, 50) ITIL Adoption Mistakes


In a “spare” hour this afternoon I needed to create a list of the Top 20 ITIL adoption mistakes for a Forrester client. An hour later (I made sure I time boxed myself to avoid scope creep … oh dear, scope creep could be included below too) I had 50. Quite scary really.

Anyway, IMO it’s an interesting list and most likely incomplete. What it is, however, is something that could potentially be used as a tick list for organizations starting out with ITIL or considering a change of IT service management (ITSM) tool. Please take a read and let me know what I missed (or if you think I am making bits up).

Understanding and Vision

1.       Believing the ITIL hype or, for my American friends, “drinking the Kool-Aid”. It’s about improving the business not adopting ITIL

2.       Not understanding what ITIL is, i.e. that it is only a framework. There is no such thing as ITIL-compliance. Oh and ITIL does not equal ITSM and vice versa

3.       Not understanding that it isn’t about “doing ITIL” but rather that it is about “using ITIL”

4.       Thinking that either ITIL is a silver bullet or that it is “the only fruit”. What about ISO 20000, COBIT, USMBOK, Six Sigma, and CMMi?

5.       Not fully understanding the breadth and depth of the changes it will require across people, process, and technology

6.       Not understanding the level of resources (including cost) and commitment needed to adopt it

7.       Not understanding the criticality of people to success

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Benchmarking The IT Service Desk – Where Do You Stand?

A “bonus” blog today (and hence it is quickly constructed) and the subject area will need to be returned to at a later date. The reason for the bonus blog is that I am a little bit excited.

SysAid, a provider of IT help desk and customer service software solutions, has provided me with a subset of the service desk benchmarking information captured through its customers’ use of its software (on an opt-in basis, of course).

To me, this is the sort of stuff that the ITSM community (see my previous blog) is crying out for – information that helps them to understand where they are and what they should aspire to. More information about the SysAid benchmarking is available at (link is provided for more detail on the definitions for the benchmarks below).

Average Service Requests (SR) closed per Admin (Service Desk Agent)

Important note: If you follow the above link, the assumptions show that the SRs are “incidents.”

Quick comment – I am assuming that this is per day but I am seeking clarification. As with all the slides in this blog, please treat with care in the absence of sample sizes.

Percent of Surveys Answers vs. Sent 

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