The ITIL framework is a recognized industry standard, but was last updated in 2011. While its service management principles and processes still apply to current projects, new approaches need to be brought in.
Evidence shows that there is not only one theory advocated by ITSM practitioners ; only 31% of respondents in a recent EMA research claim to use ITIL (although the vast majority recognize its importance), while nearly 24% of professionals surveyed by this other recent study tends to show that these standards are there to stay, but must still evolve.
There are, of course, IT service delivery approaches such as:
COBIT – a framework of good practices for IT management and governance
ISO / IEC 20000 – the international standard for ITSM
IT4IT – a reference architecture that provides guidance for implementing IT capabilities
Considering the ongoing enterprise digital transformation and the evolution of ITSM initiatives, the distance that seems to have been created between theory and practice is being reduced by improved, concrete principles.
While we wait for the next version of ITIL (we never know), the 2016 publication, ITIL Practioner, proposes a continuation of the principles established by ITIL in 2011, with a focus on how the ITSM practitioner can better design and deliver services.
In other words, where the ITIL Foundation specifies the “what” and “why”, ITIL Practionner focuses on the “how”, in support of the new ITSM initiatives of the modern organization. Here are some basic principles:
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Keep it simple
In short, these principles guide you from a focus on ITSM processes, to a focus on the results generated and always with the goal of bringing value. Somewhat cliché you will say, but many of these raise interesting warnings to adopt and evolve with ITIL effectively.
Other standards are also emerging; this time, the “newcomer” is called VeriSM.
Based on the premise that service management is “the management approach an organization takes to deliver value to consumers through quality products and services,” VeriSM communicates a specific approach in response to the modernization and digitization of delivery of services. According to the basics, any organization is a service provider and must meet service levels. How then to better manage services and keep customers happy?
VeriSM presents the ITSM spectrum as having too many good practices and recommended ways forward. Here’s what they recommend as a service management approach:
- Value-driven: focuses on providing value to the business
- Evolving: an up to date approach which will continually evolve
- Responsive: facilitates a tailored approach depending on the business situation
- Integrated: helps you fit all the different practices together
Who is this model for?
Managers – who want to understand how to take advantage of evolving service management practices
Service Owners and Service Managers – who need to update their skills and understand how service management has changed
Senior Managers – who are responsible for the effective delivery of services
For your next ITSM initiatives
Industry polls show it again; using new functional possibilities such as artificial intelligence and the Internet of Things and the coming of new trends such as “social IT” (or the engagement of end-users and the optimization of their experience) and the business modernization, the IT manager needs to prioritize. But do not worry, organizations and their management are showing more and more openness to these novelties, including the potential gains.
Before going forward with the next service desk innovation, learning about these constantly evolving standards will lead you to a successful ITSM project. A mix of good practices adapted to your business context is often the answer.