One of the most important points about IT service management -- or just about any aspect of IT, for that matter -- is that it needs to be less about technology and more about the business. More specifically, it needs to be about IT making it easier to execute business strategy.
So it's not too surprising that a revision of the Information Technology Infrastructure Library (ITIL), due at the end of this year, is expected to put increased emphasis on integration and alignment between IT and the business.
Not only that, say experts, but it should make it simpler and less costly to implement ITIL. If true, this development is sure to be welcomed by IT organizations. Based on results of a recent survey of attendees at an IT Service Management Forum (itSMF) Australia conference, they don't find it easy to implement ITIL.
Just 3 percent of them had "fully" implemented ITIL and 22 percent had "largely" completed the task. Forty-eight percent said their ITIL projects were only "partially" complete, and 27 percent had just begun ITIL projects.
In the same survey and despite the lack of completion of implementation efforts for most, many respondents said they had already invested more than AU $100,000 (U.S. $77,960) in ITIL. Not to worry, however, if you believe the chairman of itSMF Australia, who says that many organizations achieve ROI in less than a year due to service improvements such as better license management.
If you are thinking of undertaking an ITIL initiative, it might be best to wait for the dust to settle between the APM Group, the organization recently appointed the new ITIL accreditation body, and the two groups that were recently responsible for accreditation. Gartner says that a disagreement among the three bodies could result in confusion and even "a parallel qualification scheme."