Recently, ITIL’s governing body, Axelos investigated the misconceptions around ITIL in order to better understand and address the common challenges when adopting ITIL.
#1: ITIL is a standard to adhere to
ITIL is sometimes treated as a standard, which it was never meant to be. The guidance was never intended to be applied rigidly. The service management improvement initiative was not designed to be treated as a big bang project, where the capabilities described in ITIL are considered as a block of processes, roles, and procedures to be ‘implemented’ as close to the ‘letter of ITIL’ as possible.
This approach inevitably leads to huge waste, and is unlikely to succeed in improving the value of the services delivered to the customer due to the unnecessary cost and additional work it generates. There is rarely a meaningful explanation of why the organization has taken this approach, beyond “because ITIL says so”, which is hardly a business value-focused justification, and is certainly not a persuasive argument that might bring others on board. The end result, most likely, is an amalgam of highly complicated process models that nobody follows and a painful muddle of procedures that mask the absence of customer focus.