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tonado
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Posted: Mon Aug 18th, 2008 14:27 |
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Hello to all i am a newbie to this forum and i need help.
I am doing a research on the effects ITIL has on the structure of organisations. Is there anyone that can help?
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M_Croon
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Posted: Mon Aug 18th, 2008 21:56 |
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Hi Tonado,
What is the purpose of your research?
What questions do you have?
What have you already found that you want to share with us and / or would like to challenge us about?
Regards,
Michiel
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tonado
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Posted: Mon Aug 18th, 2008 23:12 |
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Hi Michiel,
the purpose of my research primarily is to find out what effects (if any) the implementation of ITIL has on organisational structure of an organisation.
I have got a questionnaire already setup but i can't post the link on the forum.
In my research so far i have found out that most organisations still use ITIL (V2), but ITIL (V3) has been released since last year. Do you know of any reason why organisations still use V2?
Considering i am relatively new to ITIL aswell, forgive me if my question is not cogent.
Regards
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M_Croon
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Posted: Mon Aug 18th, 2008 23:21 |
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tonado wrote: Do you know of any reason why organisations still use V2?
Hi Tonado,
ITIL is not like software, it is not simply 'new and improved' (it has to applied to it's full value within every organisation in a unique way, since the issues you want to solve with it are seldom the same).
V2 has not lost any of its value with the introduction of v3. Also, v3 can be perceived as quite complicated for many organisations (although you might also argue that it is only complicated since as a good practice it reflects reality and reality itself is not that simple  ).
Many organisations are just not ready for the new-ish terminology of v3, and others are functioning perfectly with v2.
Regards,
Michiel
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tonado
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Posted: Tue Aug 19th, 2008 00:33 |
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HI Michiel
Thanks for the insight on the V2 and V3 issue.
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tonado
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Posted: Tue Aug 19th, 2008 14:54 |
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Hi Michiel
I was just wondering
What system(s) are put in place to ensure the new development(s) are sustained after the implementation of ITIL?
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M_Croon
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Posted: Tue Aug 19th, 2008 15:00 |
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Tonado,
I am afraid I do not understand your question. What do you mean with a system? Are you referring to new developments in your organisation? Technical development?
Regards,
Michiel
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tonado
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Posted: Tue Aug 19th, 2008 15:10 |
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Michiel
I mean when an organisation uses ITIL, are there any other special systems, procedures or policies that would be followed to maintain ITIL implementation.
For example external audits, quality training etc
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M_Croon
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Posted: Wed Aug 20th, 2008 09:32 |
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tonado wrote: Michiel
I mean when an organisation uses ITIL, are there any other special systems, procedures or policies that would be followed to maintain ITIL implementation.
For example external audits, quality training etc
Hi Tonado,
I guess the answer to that question would be: whatever you'd like...
Of course, ITIL v3 offers you Continual Service Improvement. It mentions methods such as 6 sigma etc. (I am not saying that you'd need to use 6 sigma!). Audits can be a means to enforce the upholding of quality.
Personally, I always like to use CSF (C) (R) (T) (*) to help an organisation maintain quality of service. With little means there are usually great (continual) improvements to achieve. For instance: a 1 page weekly report to the right people and a weekly meeting about this report can already help with the improvement of any subject. The trick is to get people to participate in that meeting and to produce that report 
Allow me to respond to your first remark: 'when an organisation uses ITIL': IMO every organisation uses ITIL. You might not call it ITIL, you might do a good / poor job, but fact is that any IT Ops organisation solves incidents, executes changes, talks to customers etc. All activities described in ITIL. Explicitly using the terminology of ITIL could just help you to further improve the quality of that which you are already doing.
PS: What is the nature of your research? Is it for your employer? Are you a student?
Regards,
Michiel
(*) Common Sense Framework ;-)
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tonado
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Posted: Wed Aug 20th, 2008 10:24 |
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M_Croon wrote: PS: What is the nature of your research? Is it for your employer? Are you a student? Hi Michiel,
I am a student doing a postgraduate masters in management information systems (MIS). I am doing my dissertation in change management, with focus on ITIL and its effects on organisational structure.
I am fairly new to ITIL also and i have been so encouraged by my research so far that i have begun self study for ITIL foundation exam. I have a questionnaire setup so that i can get data results and carry out some analysis, but i can't post external links on this forum. Is there any way you can help with filling the questionnaire, as i can't send Prvt Msgs yet?
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M_Croon
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Posted: Wed Aug 20th, 2008 18:51 |
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Hi Tonado,
It's not that I do not want to help you, but what good does one response do to you? Have you considered contacting itSMF UK and asking them to help you out?
Michiel
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tonado
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Posted: Wed Aug 20th, 2008 19:14 |
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Hi Michiel,
Yes i have contacted itSMF UK and i was introduced to one contact that could help me. However i need more than one contact for my research to have any credence. I have managed to get 3 more contacts and just need some more contacts that can help answer my questionnaire.
Tonado
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M_Croon
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Posted: Wed Aug 20th, 2008 19:18 |
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| Ok, send me a mail at (first name) {dot} (last name) at getronics {dot} com
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tonado
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Posted: Wed Aug 20th, 2008 22:58 |
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Michiel,
Thank you, for your help...
Regards
Toni
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Diarmid
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Posted: Thu Aug 21st, 2008 10:44 |
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Tonado,
I'm wondering how you can achieve rigour in this research. There seem to be a couple of serious problems. I'm not sure whether you mean organizational change within service management or the wider organization that includes the recipients of the IT services, but I do not think that matters to the following points.
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?
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?
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. It is also the case that organizational change will be going on anyway and in some organizations is always going on and is often superficial. This can muddy the waters.
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.
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.
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