Publish date September 11, 2017
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of the business.
ITIL is a best practice framework and is non-prescriptive. It outlines guidelines for tasks and activities from a best practice perspective associated with roles and responsibilities. Though descriptive, being a non-prescriptive framework, it gives flexibility of adoption suited to Business needs of adopting Organization.
Though ITIL initially evolved for the IT Industry in the 1980’s, over the years, it has grown to a greater comprehensive framework outlining a lifecycle approach to services. The latest publication, the 2011 version, named ITIL ® 2011. ITIL can be adopted by not just the IT world of service providers, but, the non-IT Service providers too.
With a gist of best part of ITIL outlined, say as in above, there have been certain popular misconceptions that have plagued its usage in the industry. listed below are some of the popular misconceptions and the real understanding behind ITIL. We will endeavor to get you Part2 of some more misconceptions with the next in series of the blogs.
Well, this conception is correct! But only in part. Applicable to the part of ITIL service Lifecycle publication that outlines best practices for Service Operation Lifecycle where the intent is to, ‘Realize the value’ or value of service is experienced by the user community for the Services they have signed up for.
In essence, ITIL ® 2011 covers the entire life cycle of a Service/Solution/Product, right from its inception (aka, various synonyms existing – ‘kick-off,’ ‘initiation,’ ‘envision’) in the service strategy phase where ‘VALUE’ for the service is created. The service strategy phase involves management of strategy, Portfolio, finance, demand and a customer experience function with purposes of establishing business relationship management to further customer collaboration and customer loyalty.
Having said so, ITIL is unlike project/program management where ITIL covers the entire gamut of solution from inception to not just deployment to production or production support, but, also, the solution’s warranty, thereby supporting the complete product lifecycle as an approach.
Busting the misconception here – ‘Practices such as Lean, Agile, DevOps can’t be complete without ITIL for a holistic solution involving SDLC plus warranty.’
Well, this conception can be true to an extent assuming the aspiration of service provider organizations’ is to be doing a routine ‘Application Development’ outlined in the popular SDLC approaches. But, in today’s world of X-a-a-S, the industry is fast moving away from the traditional look at, ‘Products/Solutions’ offering ONLY, and expanding to explore a holistic approach to E2E (End-to-End) service offering for a better market segment capture and its market share.
What does this mean?
Key for the service provider organization is to perform, ‘Application Management’ & not just limit with, ‘Application Development.’
What’s the difference?
The management piece of application management also involves warranty support. This is where the customer gains and would look to the E2E offering of service he would be interested in signing up. The onus here on development Teams’, ‘IS‘ to not just design and develop the functionality, but also cater to the needs of warranty for the product being developed, thereby delivering real VALUE to the customer leading to winning customer satisfaction backed by an additional element of customer loyalty.
How does all this relate to operations teams?
Development teams having designed and developed the product/solution, do a handover to the operations teams for its support. It is here in this lifecycle phase of service operation that VALUE for the service is experienced by the user and helps ascertain service design meeting customer’s requirements.
Busting the misconception here – ‘ITIL states that best practice approach is for the service provider organization to provide services that meet the needs of the business. As such, development and operations teams are not two opposite ends of the ocean, but one leading to the other for a collective gain to both, customer and service provider organization.
Oh yes! Lets’ take this ON.
IT engineering teams most often in the IT Industry seem to be comprised of a combination of teams belonging to solution management (@ Strategy involving customer intimacy through envision and kick-off’) backed by project/program management, development, and Test. The solution framework they employ most often would comprise of envisioning phase to test. For deploy, they may most often either include Operations team or may not.
What would it involve concerning the below essentials for the solution to be delivered –
Then, where do the operations teams fit? What is the myth to be busted here?
Busting Misconception # 3– ‘’It is not where the PM, Dev and Test teams reside as part of the organizational structure. But, it’s’ around the R&R for the solution to be designed, developed and deployed”. The RACI aspect of ITIL outlines the accountability and responsibility at the task level, the capabilities needed and organization’s readiness.
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Lakshmi Nanduri -Program manger @YASH Technologies