| Author | Post |
|---|
tonado
Approved Member
| Joined: | Mon Aug 18th, 2008 |
| Location: | United Kingdom |
| Posts: | 10 |
| itSMF Chapter: | |
| Status: |
Offline
|
|
Posted: Thu Aug 21st, 2008 12:10 |
|
Diarmid wrote: I'm not sure whether you mean organizational change within service management or the wider organization that includes the recipients of the IT services, Ans: the main aim of the research is to establish if there are any changes to an organisations structure due to the application of ITIL, either some of the process or in its full glory.
Firstly, there is the issue of defining what you mean by "the implementation of ITIL". Technically it would be better to say "application" rather than "implementation". But the more serious point is how you define an organization as having applied ITIL. Do you evaluate their service management against some yardstick that says that they have definitely embraced ITIL in all (or most of) its glory. Or do you accept them if they "talk ITIL" and claim to be using it? Ans: it would only be beneficial to me if an organisation have defenitely applied ITIL in part or in all its glory. Yes i think using application seems to be better than implementation. I will correct this, thanks
Secondly, how do you distinguish between organizations that have "discovered" ITIL and used it to radically improve their service management and those that have discovered ITIL, looked at it, realized that basically that is what they already do and then embraced the ITIL terminology because they like it? Ans: In this case there is no way that I can definately say if an organisation has applied ITIL or not. It will be up to the respondents to say if they have applied ITIL or not. This is the reason why i would prefer organisations that have applied ITIL in part or as a whole
Thirdly, there is the chicken and egg situation. It could be argued that most organizations will move toward ITIL practices when when they are being driven by change all around them. So they know they want to change and they see that ITIL is a good way to go. At most you could say that ITIL was one enabler for the change, but quite likely ITIL will have been no more than the direction that their change took. Ans: it does not really matter to me what drove the need for change. What matters is that after the application of ITIL has the change been maintained? If so how? e.g. through external audits or simply following ITIL processes
Finally, you will find practical difficulties in obtaining much useful data from more than a few organizations and you may have difficulty in determining how "typical" your sample is. For the outcome of your research to have any value these are some of the issues that you will need to deal with. Ans: i am aware that organisations would apply ITIL in ways to suite their business needs.
It is my view that ITIL is essentially about process and control and can therefore be accommodated within a wide range of organizational models. Thus organizational change would rarely be essential although sometimes a logical consequence Ans: the research has no clear direction as to try to prove that there is definite organisational change owing to the application of ITIL. It is an exploratory research to find out if there is any change in structure whatsoever.
|
Diarmid
Approved Member
| Joined: | Thu Mar 13th, 2008 |
| Location: | |
| Posts: | 37 |
| itSMF Chapter: | - Not Applicable - |
| Status: |
Offline
|
|
Posted: Thu Aug 21st, 2008 16:03 |
|
Tonado,
I think you misunderstood my point. It is that your research and analysis have to take these factors into account in order to maintain rigour (and meaning) through to your outcome. Therefore you have to build them in to your plan from the outset.
If you are unable to determine to what extent your respondents have applied ITIL according to some yardstick, then your results will not be secure.
It is a commonplace that every organization has to apply its understanding of ITIL in its own unique way to meet its own requirements. Regardless of outward signs ITIL can only be applied up to the maturity level of the organization's service management You will find organizations that have developed a bunch of procedures that some of their staff follow some of the time and some service desk software that generates "incident tickets" and they think they are "doing ITIL"
the research has no clear direction as to try to prove that there is definite organisational change owing to the application of ITIL. It is an exploratory research to find out if there is any change in structure whatsoever.
You should find many instances of change, including organizational change associated with attempts to apply ITIL. Your problem is to distinguish those that happened because of ITIL considerations (perhaps as a means of developing certain service management functions in a particular way, or as a consequence of ITIL driven service review processes for example) from changes that took place for entirely separate reasons.
Your project sounds very interesting, but you do have to apply clear and measurable definitions to its elements in order to obtain meaning and value in its conclusions.
|
tonado
Approved Member
| Joined: | Mon Aug 18th, 2008 |
| Location: | United Kingdom |
| Posts: | 10 |
| itSMF Chapter: | |
| Status: |
Offline
|
|
Posted: Fri Aug 22nd, 2008 23:24 |
|
Ok i see your point there Diarmid, well as of now there is no yard stick to the extent an organisation has applied ITIL...
The research will accept any organisation that has applied ITIL no matter how in depth the organisation has applied ITIL... After all this someone can pick up my research and work on it a bit more. But as for this research, i will not say that i am looking at what extent an organisation has applied ITIL.
|
RamaPM
Registered GP6
| Joined: | Thu Dec 6th, 2007 |
| Location: | Singapore, Singapore |
| Posts: | 15 |
| itSMF Chapter: | Singapore |
| Status: |
Offline
|
|
Posted: Sat Aug 23rd, 2008 05:25 |
|
Adding to what Diarmid said, Clients look for IT Service providers with ISO 20000 Certification for IT Service Management which will comprise of major Processes implemented. In addition, ITIL is NOT a cook book, it is only a guide to best practices. Many companies implement Service Management (especially IT Service providers) in one or the other way. It is for the Internal quality team or auditing team to align them to ITIL. And their job done. Though saying that is simple, however, it is not really very tough.
Hope this adds to your understanding.
Regards
Rama Prasad Mamidi
|
PeterB
Registered GP5
| Joined: | Tue Dec 11th, 2007 |
| Location: | South Africa |
| Posts: | 120 |
| itSMF Chapter: | S. Africa |
| Status: |
Offline
|
|
Posted: Sat Aug 23rd, 2008 07:06 |
|
ITIL is NOT a cook book
------
I'd disagree with this. ITIL is a 'Cook book' - that is, a book for Cooks. It consists almost entirely of advice to Managers [Cooks] on how to manage effectively. At least version two is. Actually it even has advice for Waiters, souse Chefs and Scullery Maids.
It is not a recipe book, which is just a list of instructions that you have to follow.
The best description, though, is a 'Cookery Book', something that discusses the overall best practice in the art of cookery.
Version three is more a 'Chef's Book', advice offered not just to humble or amateur Cooks, but to expert Chefs as well. It includes advice, but not instruction on how to run not just a good kitchen, but a good restaurant.
Unfortunately the best bit of the ITIL V III Chef's book, which are really aimed at Restaurant proprietors, are still more advice for Chefs - over the head of most Cooks, but still a bit kitchen focused for the owner...
|
Current time is 17:27 | Page:   1 2 |
|
|
|