With the fancy ITIL book covers this best practice IT Service Management framework, ITIL, looks really good. But how about when the curtain goes down, the light goes out and the clothes come of, how does ITIL appear then. What I am talking is about is of course the real core, of the ITIL framework but also the different processes. This is not only interesting for us ITSM geeks but actually for everyone. Because the core, the basic mechanisms of the different ITIL processes, is what makes the whole difference.
Knowing ITIL naked means you will know what to use it for and, more importantly, what these processes will help you improve. This what we ITSM professionals must know to be able to help IT service provider organizations evolve and improve.
Ok, let us get comfortable, why not pour a nice beverage, and lets let the ITIL clothing fall!
Incident management in the nude. Wow! Just look at that. The fundamental registration of the actual production disturbance happening. The oh so important temperature mechanism, the process calibration, I am of course talking about the heart of Incident Management, the prioritization. Wait, now you can also lay eyes on the sexy escalation, capable of passing the incident to where its belong. This in a warm embrace with the categorization, without this the process is limping. Last, but not least, the elegant finish, the end user verification, really a feast for your eyes. The really handsome Incident management processes also has the connection muscles to their brothers and sisters in Knowledge management and problem management, maybe even Configuration management. However, without registration, prioritization, categorization, escalation and verification your process definitely will not make a great impression on beach 2016.
Wow, look at that, the strong and yet so elegant Change Management process. Just behold the two gateways, one into development and the other one to production. Now move your attention to the flexible and powerful impact assessment, that is pure risk killing powers ladies and gentlemen! Wait, its turning… just behold that stunning back out plan, not visible but always there if we need it. If you look closely, you can also see the small, yet powerful, change models, especially the charming standard changes, what really makes the change management process a sexy beast.
Stop the press! Knowledge management is entering the stage! The clothes has fallen. Wow, just look at that stunning review and publish routine! Rest your eyes on that handsome system for categorization and Meta tags, really making this process powerful. Simply indulge yourself in that folks, look at all the muscles connecting knowledge management matching procedures with the categorization in the other process, isn’t that just awesome!
Why did everyone go silent all of a sudden? Oh, wait… it seems like… yes, it is the Service Catalogue, in all its splendor. Look at how gracefully the services are coordinated into business categories, grouped in a way that makes sense to everyone. Just glance for a while on how neatly the available service levels are displayed. So simple yet covering everything the organization need.
Ok, I have to admit it, it is getting late and my level of creativity probably needs some help. I am guessing you understand what I am trying to say. It is so easy to go for a full process, trying to adopt everything, but you have to focus on what is important for your organization. The mechanisms I am talking about here are the bare (hehe) minimum, ITIL naked. The clothes you need to get, this being the contextualization you do when adopting and/or improving your ITIL-based processes.
I blog about my life and experiences as a passionate ITSM professional, I pride myself with making things simpler, taking away the complexity and focusing on what is most important. I hope you enjoyed this blog and I hope anyone of you would like to present how any of these, or other, ITIL processes look in the nude. I dare you!