ITIL, Anybody here have it at work ?

[Dave the OAP]

I apparently have to implement this in work soon as I'm becoming the "field service supervisor".

Seeing as I've not even read the ancient books on it in the office, something tells me it isn't getting implemented for quite some time!

If you want someone to take you through a sample change process, or service desk stuff give me a shout.

 

[beorhthelm]

My problem with ITIL is twofold. Firstly it works for as long as people want it to
[...]
It's a farmework which is not very flexible unless you bend the rules

agree with the first point, you need to have everyone involved in what ITIL is trying to do.

disagree with the second, at least from my point of view, its as flexible as your organisations wants it to be - which is flexible in itself.

ive found it very good to focus people on simply thinking about having some process around everyday/weekly tasks. things like the service catalogue are really usfull so you know what the f*** is being done for who and who is responsible for those areas. change management is very good too, if you dont already have it. other bits im not so sure about, because we dont really engage in them - maybe we arent following it too well? i certainly see the down side, the strict following of process to meet SLAs without actually resolving issues is common in the help desk i work nearby. on the other hand if you work with thrid parties, outsource or captive teams or just a department in another country, its usfull to have some common ground.

its common sence but a little more, it gets people to understand a common set of terms and process and think along the same lines. (whats the saying, "common sence isnt so common"?). i like it in princple but wouldnt stand it being strictly adhered to.

i reckon im agnostic to it

 

[bhaexpress]

i reckon im agnostic to it

Very good way of putting it. I agree with the concept in principle but I have found far too many people use it's 'rules' as an excuse to pass the buck.As I say, if it was consistently applied across an organisation it would be fine but of all the many so called ITIL environments I have worked in not one has done this. As I've said before users, being non IT people do not understand the concept which is perfectly understandable. It's amazing just how many people seem to think that IT departments have legions of staff just hanging about waiting to rush out and fix their most trivial problems.

I have to say that I find it ridiculous that so many university educated individuals are completely flummoxed by the task of connection an external monitor to a laptop for example. And yet many consider this sort of issue to be an emergency which demands immediate attention and if they whine enough it becomes one.