ITIL “as written” leads you to an abyss of poor decision making for your IT Service Delivery customers. #TechNews #ITILNews

1. It’s All About Your Customer

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

2. Customise Your Implementation

“Implementing ITIL is like doing a puzzle. All pieces are good. But a piece might not be the right fit at this time.”

Denis Matte ITSM Manager, House of Commons, City of Ottowa

3. Don’t Wait For the ‘Perfect’ Time

“Get started. Policies and procedures do not have to be perfect the first time. Get something out, pilot it on a project and improve on it. If you wait for the perfect process, you may never improve.”

4. Prepare Yourself — and Prepare Everyone Else Too

“Releasing a process without training or communication is like releasing a wild dog in a kennel.”

5. Remember the 80/20 Rule

“Process thinking is a way to think about that which is otherwise possible, and in doing so, capture the ongoing emergent nature of organizational life. It is a philosophy of possibility and creativity, without ignoring the restraints of the existing. It is about appreciating how processes contain potentiality for becoming otherwise without rejecting the idea that things are perceived in their actuality.”