ITIL: What Constitutes Success?

Is it a blog? Is it a musing (that’s not “amusing”)? Or is it just a cheap attempt to pick the brains of others smarter than myself? Does it matter? Can I do anything other than ask questions?

My point (or at least my line of thinking while I plan a couple of ITIL-related Forrester reports) is that we spend a lot of time talking about what to do (or more likely what not to do) when "adopting ITIL," but how often do we talk about whether we have been successful in applying the concepts of ITIL, the processes, and the enabling technology for business benefit?

Maybe it is because we quote the mantra that “ITIL is a journey” and we can’t see a point in time where we can stop and reflect on our achievements (or lack of)? Maybe we segue too quickly from the ITIL-technology adoption project into the firefighting realities of real-world IT service management? Whatever the potential barriers to taking stock, where is that statement that describes what we have achieved and our relative level of success?

Looking at this logically (fatal mistake, I know), assuming (potentially a big assumption) that there was a business case for the “ITIL adoption project” where is the post implementation review (PIR)? Where can we look to see the realization of business benefits (I deliberately didn’t say “IT benefits” BTW)? I’m trying not to be cynical but, even if we forget the formalities of a PIR, how many I&O organizations can quantify the benefits achieved through ITIL adoption? More importantly what has been achieved relative to the potential for achievement? Where did we get to in our desired-future-state?

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