During the boom years, there was a dangerous precedent for implementing best practice disciplines such as ITIL without stopping to consider why. Conversely, perhaps the only positive our industry can take from the current economic climate is that most have now been forced to recognise how crucial it is to demonstrate return on investment from every IT venture.
Looking back, it is perhaps understandable that so many were caught up in the furore surrounding ITIL. It has made its name as the industry standard for best practice for good reason and there are many benefits that can be had from a tailored approach. The problem lies with the kind of full-scale, by-the-book implementations that cost the earth and do not focus on the end result. The danger with working by-the-book is that a large part of the implementation will not take into account the specific requirements of the organisation in question, meaning they could be inhibitive and downright unnecessary.
Obviously, with the substantial financial rewards on offer to a consultancy involved in a never-ending, by-the-book implementation there were, and still are, no shortage of suitors promoting this approach. The proof however, is how those pushing ITIL for ITIL's sake have faired now the economic squeeze has served to focus the minds of their customers on the destination rather than the journey. Since the focus has turned to a more service orientated, efficiency-driven way of thinking these consultancies have struggled to justify themselves using the examples of measurable return on investment prospective clients now demand.
ITIL obviously has a major part to play in improving efficiency, and indeed service levels, but it should always be considered as a guide and always tailored selectively to the specific needs of each organisation.
The signs that Best Practice is beginning to be replaced by 'fit-for-purpose' are already there and I believe the industry is all the better for it. The next step is to ensure we as an industry do not make the same mistakes again. Whatever the economic conditions, IT will maximise its use to the business by running in the most efficient way possible and as such, all ventures into the world of 'best practice' should be conducted with this in mind.
Disciplines such as ITIL should always be tailored to the needs of the organisation in question so lets say good riddance to ITIL for ITIL's sake, and embrace the tailored, 'ITIL-aligned' approach to Service Management the industry needs to go forward.
Derek Elphick, Principal Service Management Consultant, Plan-Net plc
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