At the start of August, I wrote a speculative blog called Giving Back To The IT Service Management Community which was somewhat of a personal plea for anyone involved in IT operations, IT service delivery, IT support, etc. to “give back” to the larger community. This highlighted (or reminded us of) the need for the creation of lower-level, more granular, and ultimately more practical best practice information that is freely available to IT service management (ITSM) practitioners; as a quick start mechanism and/or to prevent the continued reinvention of the wheel by organizations wishing to better themselves. It all looked good with over three thousand unique views on the Forrester Blog site alone.
Firstly, I need to temper my expectations: the survey was open for two months and plugged by many on Twitter and by organizations such as the itSMF UK, the SDI, and Hornbill but still only 149 people started the survey. Why did I say “started,” because only 76 completed the two “meaty” questions.
ITIL is such a commonly used word in the kingdom of IT service management (ITSM) that it is easy to assume it to be a global phenomenon (how many people say “ITIL” when they mean, or should mean, “ITSM”?). After all the Official ITIL Website (http://www.itil-officialsite.com/) cites ITIL as:
“The most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.”
We know that ITIL exam numbers continue to be strong: with ITIL Foundation Certificate pass rates between January 2009 and July 2011 as follows courtesy of http://itsminfo.com/?p=245:
ITIL V2 Foundation: 142,000
ITIL V3 Foundation Bridge: 33,000 (existing certification holders updating)