Doug Tedder has accurately captured the general trend away from managing IT as distinct services published through a service catalog, captured from users as service requests, that deliver value to customers. These may still be useful as conceptual models, but relatively few organizations publish a service catalog in such a literal manner. What happens to “service management” frameworks like ITIL? I don’t have an answer, but in the short-term, perhaps not much.
Most users of ITIL never made the conceptual leap from processes to services. Therefore, ITIL remains the definitive framework for commonly used processes, such as Incident Management, Problem Management, and Change Management. I am not suggesting ITIL captures the state of the art even in these areas. ITIL’s shortcomings are well documented, and we hope they will be addressed in the upcoming refresh of ITIL.
IT and business thinking of itself respectively as a “service provider” and “customer” may have been a good idea at one time, but that time has passed. How does IT and the business need to act in the digital age? Doug Tedder discusses.
— Read on www.dougtedder.com/2018/04/01/lets-stop-playing-service-provider-and-customer/