In this my second ITP blog, I will expand on my first blog by examining aspects of ITIL V3 which I believe entrench it’s position in the large corporate sector and which sadly do little to cater for the needs of the SME (small and medium sized enterprise) sector.
I have kept this blog as short as possible given that most people are extremely busy in the run-up to Christmas.
I have spent most of my career working with and for large organisations, however much of my work during the first half of this decade was devoted to leveraging ITIL (V2) into the SME sector. This was not always easy, and involved much translation of ITIL concepts for consumption by those not literate in IT.
My impression is that ITIL V3 actually moves ITIL even further away from the needs of SME’s. Where for example would you find a SME which needs an all-singing, all-dancing Service Catalogue? Not often, I would argue. Where would you find a SME which needs heavy-weight processes for Service Design? Again, not often.
What SME’s do need, is to understand how efficient and effective their IT systems are, whether they have sufficient IT capacity for their needs, whether they have adequate backup and restore (IT service continuity) capability, etc. ITIL V2 provided everything needed by SME’s, in the IT operations space. ITIL V3 has many great improvements over ITIL V2 but I am of the opinion that ITIL V3 turns the process of IT design, delivery, operations and maintenance into even more of a ’black art’ for SME’s. This is a shame.
I will be working during the coming year to seek to influence the ITIL establishment that ITIL V4 should incorporate ‘Lite’ features which can be adopted by any organisation, but especially by SME’s, so that the KEY features of IT service management can be utilised by any organisation, no matter how large or small they are.
You might respond that ITIL can be adapted for any requirement. You might also argue that OGC isn’t overly concerned with commercial enterprise, since the standards originated from and are mainly aimed at use of IT in the public sector. This is all true, but as the growth in the membership of the itSMF shows, during the second half of this decade many SME’s have joined and want to improve their use of IT. SME’s more than most don’t have the time, the money or the expertise to decide what parts of ITIL V3 are applicable for their needs. In my view the ITIL library should cater for their needs.
I look forward to reading your comments, and I wish you all a peaceful and Merry Christmas.
Any feedback and comments are always welcome!!