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Desenvolvimento do ITIL - notícias do front

Categorias: Projetos Ágeis ; Publicado em 26/02/2018

O grupo de desenvolvimento do ITIL lançou as primeiras discussões sobre a revisão do ITIL. Segue abaixo (do original) as principais perguntas e respostas:

Integrating ITIL with other frameworks

What you've said:

"Document connections with other standards and frameworks" - Anonymous 01/26/2018

"It needs to embrace [more] agile principles/artefacts" - Nicola Gaydarov 16/11/2017

"LEAN principles should be applied when optimizing content"- Anonymous 01/29/2018

"Integration and interfacing towards other frameworks" - Anonymous 01/29/2018

"ITIL needs more implementation practices to be included (e.g ready to use templates), the use of Agile, SCRUM or Kanban mind sets etc" - Spiros 24/11/2017

"ITIL must embrace other frameworks, standard and methodologies to provide the umbrella for services management" - John Custy 15/11/2017

Our response:

We have heard this feedback from multiple sources - research workshops, interviews, surveys and online forums, as well as from this community. We take this point very seriously: and as part of the overall update we will provide more explicit guidance on how ITIL links with a variety of other frameworks and tools.

ITIL will be enhanced by:

  • focusing on the core of good service management
  • providing practical guidance and examples of how ITIL can be used in conjunction with practices such as DevOps, Agile and Lean.

Simplifying ITIL

What you've said:     

"Simplify it. Perhaps reduce the number of processes and improve the consistency across processes" - Anonymous 01/29/2018

"There are too many processes (especially for medium and small companies). Honestly the majority of typical ITIL users are using up to 10-12 maximum" - Vladimir Kufner 16/11/2017

"The New ITIL literature needs to drive home that not all processes need to be formalized. I believe the ITIL processes would benefit from being restructured in alignment with ISO/IEC 15504. Again, simplification" - Ronald Hovland 16/11/2017

"The ITIL literature is way too cumbersome. Look at the content of other frameworks (Cobit, ISO/IEC 20000) and you will see a much more straight-forward, simplified set of documents)" - Ronald Hovland 16/11/2017

"There should be less entities – less processes, less KPIs etc. Why? Keep it simple and transparent" - Anonymous 05/02/2018

"Simplify/merge some processes that are very rarely implemented" - Anonymous 30/01/2018

Our response:

As part of the update, we are looking for ways to deliver practical and relevant guidance to ALL ITIL practitioners. There is certainly a core of ITIL guidance that the majority of the community follows, but as a best practice and the de facto standard for ITSM, we will continue to include guidance that a minority audience may find useful.

Our research has shown that while many ITIL processes aren't adopted by an organization, their existence as part of a holistic view of IT service management is appreciated.

Moreover, rather than recreating guidance documented elsewhere, we will where appropriate refer practitioners to complementary methodologies, frameworks and standards.

Unintended consequences

What you've said:

"The lifecycle approach has had the unfortunate effect in many organizations of leading exactly to the silo structure which it was trying to avoid" - Caspar Miller 15/11/2017

"[I’d] suggest something as reference process models for different industry sectors and company’s sizes with examples how to map these processes into model organizational structures" - Vladimir Kufner 16/11/2017

"ITIL needs to develop a middle management level area…where it covers the areas that matter, such as event, incident problem etc. [It should] allow organisations to ensure their suppliers are using best practices to deliver the outcomes they want to achieve. Let’s remember, a lot of people silo to lifecycles and most people won’t be aware of all lifecycles" - John Wallworth 15/12/2017

"Addiction to approvals, the huge hierarchy of roles. Less self-organisation. Laziness, complexity and work in silos" - Anonymous 01/26/2018

Our response:

The ITIL Lead Architects are very aware of some of the poor practices that emerged over the years, from siloed organizational structures, adherence to processes rather than delivery of business value, and so on. Our update addresses these points, by showing organizations and practitioners how to focus on value delivery and continual improvement in a volatile, uncertain, complex and ambiguous environment.

Moreover, we plan to run a "continual research" programme, to help us identify trends we see emerging from changes to ITIL and other frameworks and models. This will allow us to swiftly develop supplementary (or amended) guidance, in response to unanticipated consequences.