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Posted by Stephen Mann on April 26, 2013
It’s not often that I get to write about breaking news in the IT service management (ITSM) world but this definitely is it (I think the last time was this).
Well I say “breaking news,” many of us were talking about the rumor of Capita winning the “ITIL auction” on Wednesday evening while together at the Service Desk and IT Support Show. The odd thing is that it was probably the only time we were talking about ITIL, the ITSM best practice framework, outside of the sessions over the two days (other than some vendors who were still spouting that their tools are “ITIL-compliant”). But that is a topic for a later date.
If you want the “scoop” on the Capita announcement then please look at:
But if you want opinion please read on … infact the best opinions might be in the comments section ;)
ITIL in 2013
Many of us have written about ITIL from how to get started, common adoption mistakes, how ITIL needs to change, to that “We need to talk about ITIL.” James Finister’s and Rob England’s blogs (www.coreitsm.com and http://www.itskeptic.org/) are both great sources of opinions and advice.
One thing that I mention in the latter of my blogs (and often speak about to both enterprise and vendor clients) is that, despite what people think of it from an adopter-success-perspective, ITIL is by far the most successful (in terms of brand awareness and adoption) ITSM framework, methodology, or standard and that I couldn’t see it losing that position as more people opt-in than opt-out of the ITIL club.
However, I was rather short-sighted not to consider the potential for fallout dependent on who won the ITIL auction.
My first observations on the ITIL/Capita announcement
If we start with the news items I link to above, other than one of them being written by someone who is not close enough to ITSM to write about it, it is unfortunate that both lead with something akin to “£500m boost for (UK) taxpayers expected from innovative joint venture deal to own and trade on Best Management Practice professional standards” (which is taken from the latter).
Unfortunately, we jump straight to the value of ITIL in this one statement. Not that it is a wonderful “tool” to be used (maybe with other “tools”) to help IT organizations deliver better IT (or IT services) to internal or external customers. But rather that is the proverbial cash cow that is set to be franticly milked for the benefit of UK citizens (as it also helps those that pay no tax if you think about it). While I would like to like this on a personal (read “selfish”)-level, it has to possibly be the worst advertisement for ITIL ever released and one that could even start to adversely affect Capita’s ability to get a return on investment before they even start.
The real knock-on IMO is that it could and probably will hurt the ability for ITIL to evolve into the support mechanism the industry really needs – that is better not more content.
What it means (as my opinions begin to form)
This “arrangement” offers up a number of questions on a number of levels. Let’s start with the ITIL-support ecosystem:
From an ITIL focus and content perspective:
From an “alternatives” perspective:
From an enterprise perspective:
I’m sure there are many more things that need to be considered (this as usual is a quick brain dump) and I encourage you to throw them in here.
Jack Nicholson wasn’t wrong when dressed as the Joker he pronounced that “This town needs an enema” but perhaps we ought to check the vital statistics of the patient first before administering treatment. But letting the patient continue with its symptoms untreated is perhaps the cruellest treatment of all?
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