| Author | Post |
|---|
Torbjørn Berger
Approved Member
| Joined: | Tue Jan 26th, 2010 |
| Location: | |
| Posts: | 1 |
| itSMF Chapter: | Norway |
| Status: |
Offline
|
|
Posted: Tue Jan 26th, 2010 19:03 |
|
We are investigating the possibility to use ITIL in non IT areas of our
organisation ( The Norwegian National Rail Administration)
Do you know of any organisations/companies that are using ITIL for "non IT
purposes" in other countries.
Regards
Torbjørn Berger
|
IT Skeptic
Approved Member
| Joined: | Thu Jan 31st, 2008 |
| Location: | Porirua, New Zealand |
| Posts: | 38 |
| itSMF Chapter: | N Zealand |
| Status: |
Offline
|
|
Posted: Wed Jan 27th, 2010 05:14 |
|
I strongly recommend you look at USMBOK (http://www.usmbok.org) as a generalised non-IT service management framework. i use it regularly as the ultimate SM reference
or alternatively CMMI-SVC from Carnegie Mellon (free to download)
Why generalise ITIL yourselves? There are other frameworks there already
|
RamaPM
Registered GP6
| Joined: | Thu Dec 6th, 2007 |
| Location: | Singapore, Singapore |
| Posts: | 15 |
| itSMF Chapter: | Singapore |
| Status: |
Offline
|
|
Posted: Wed Jan 27th, 2010 05:44 |
|
Not that I know in the Asia Pasific region. If you remove IT from IT Service Management, the processes perfectly suite for any service industry such as: Hotel, Airline, ticketing.
Regards
Rama Prasad Mamidi.
|
vjgeorge_in
Approved Member
| Joined: | Mon Aug 11th, 2008 |
| Location: | Chennai, India |
| Posts: | 12 |
| itSMF Chapter: | - Not Applicable - |
| Status: |
Offline
|
|
Posted: Fri Jan 29th, 2010 16:32 |
|
Exactly as Rama said, we can generalize ITIL for non IT practices also.
What I understand of ITIL is, this practice can be used in any service industry which provides service through IT (The basic infrastructure)
I could not imagine of any Railway which works without IT.
Please be informed that early ITIL adopters were Govt Institutions, Health Organizations, Power Corporations and Automobile Industries.
|
IT Skeptic
Approved Member
| Joined: | Thu Jan 31st, 2008 |
| Location: | Porirua, New Zealand |
| Posts: | 38 |
| itSMF Chapter: | N Zealand |
| Status: |
Offline
|
|
Posted: Fri Jan 29th, 2010 18:09 |
|
I'm intrigued by the reference to early adopters of ITIL being non-IT . This is history that I am unaware of. My understanding is that ITIL was first adopted in British government IT. please share with us more information about these non-IT users.
ITIL is not suited to non-IT application. It is the wrong choice. I don't claim to be an expert but I am writing a book on this subject so i have recently done considerable research. All of ITIL is written with an IT slant, and ITIL excludes many considerations that matter in a broader non-IT context, such as physical facilities, face-to-face customer service and queuing, physical inventories etc etc. Why would you go to the very great effort of trying to generalise ITIL when Carnegie mellon and USMBOK have done it for you?
This smacks to me of religion. ITIL is not the one true path. it is just a popular narrative for applying service management principles to an IT context.Last edited on Sat Jan 30th, 2010 10:23 by IT Skeptic
|
Diarmid
Approved Member
| Joined: | Thu Mar 13th, 2008 |
| Location: | |
| Posts: | 37 |
| itSMF Chapter: | - Not Applicable - |
| Status: |
Offline
|
|
Posted: Sat Jan 30th, 2010 12:48 |
|
IT Skeptic,
a careful reading of vjgeorge_in's post will reveal a misunderstanding of the question and once unravelled what he says is broadly correct and in agreement with what you said in response.
I wholly agree that it is not sensible to take the ITIL framework and apply it to other service management operations. I'm not even sure just how much detail from the framework is good for an IT services organization in some cases.
Nevertheless, when studied properly, it is easy to see the potential for applying the principles and relationships in other areas. I certainly did when I first studied ITIL. No doubt you are correct in asserting that there is a wider body of work that better applies in specific cases, but it is not just IT organizations that can have immature management practices and certainly I would draw on my understanding of ITIL help such organizations (were anyone ever foolish enough to ask me) and I would expect to make some progress through that.
I certainly wouldn't evangelize ITIL outside of the field of IT service management and the days are long past for evangelizing it within IT.
|
RobS
Registered GP5
| Joined: | Thu Dec 6th, 2007 |
| Location: | Shoreham, New York USA |
| Posts: | 31 |
| itSMF Chapter: | U.S.A. |
| Status: |
Offline
|
|
Posted: Sat Jan 30th, 2010 22:03 |
|
| I recently met with a large healthcare organisation who was using ITIL-like processess for Incident and Change management outside of IT.
|
vjgeorge_in
Approved Member
| Joined: | Mon Aug 11th, 2008 |
| Location: | Chennai, India |
| Posts: | 12 |
| itSMF Chapter: | - Not Applicable - |
| Status: |
Offline
|
|
Posted: Thu Feb 4th, 2010 03:40 |
|
Please understand that this is my idea that ITIL can be implemented for non-IT also.
Check my statement on my previous comments, "This can be implemented to any service industry provided the services are given through IT".
http://www.pinkelephant.com/Products/Conferences/AwardWinners.htm
These awards are given by a training organization only but check the list of winners.
|
IT Skeptic
Approved Member
| Joined: | Thu Jan 31st, 2008 |
| Location: | Porirua, New Zealand |
| Posts: | 38 |
| itSMF Chapter: | N Zealand |
| Status: |
Offline
|
|
Posted: Thu Feb 4th, 2010 04:18 |
|
I don't understand your point about the Pink winners VJ. there's nothing to indicate that they have applied ITIL to non-IT services and I doubt that is the case for most of them. ITIL will be used within the IT department to deliver IT services. All ITIL users come from a wide diversity of organisations - that doesn't mean their org is using ITIL outside IT. In 99% of cases they aren't.
the question is about the use of service management to manage organisational services. For example in a railroad the services might be passenger ticket reservations; freight bookings; freight tracking; safety reports; rolling-stock allocation and tracking (for staff); maintenance and repair scheduling (also staff) etc
As I indicated, there are much better options than ITIL for managing such services, even if ITIL is used to manage the IT component of those services, i.e. if ITIL is used within the IT department.
ITIL says little or nothing about sales and marketing; HR; customer-facing service; physical facilities; physical products; etc etc etcLast edited on Thu Feb 4th, 2010 04:20 by IT Skeptic
|
Karen Ferris
Registered GP2
| Joined: | Fri Dec 14th, 2007 |
| Location: | Melbourne, Australia |
| Posts: | 36 |
| itSMF Chapter: | |
| Status: |
Offline
|
|
Posted: Tue Feb 9th, 2010 03:42 |
|
My opinion is that we shouldn’t be too precious about what we use as long as it works for us. If an organisation is already using ITIL for the IT department and finds that it can be adapted for the non-IT departments, then why not do it.
ITIL may not cover things such as sales and marketing and HR, but if you already have effective and efficient processes for managing faults, problems, changes, inventory, capacity, business continuity, service levels and so on, why not use them for non-IT if they translate well?
If your priorities for process improvement in the business are some of the above, then use what you already have. If the priorities are different such as HR processes, then by all means seek other sources of best practice.
So, I believe that – yes, ITIL can be used for non-IT parts of a business – for the areas of coverage that it contains. At the end of the day it is just common-sense.
Read more. http://www.macanta.com.au/2010/02/using-itil-for-non-it-purposes/
|
IT Skeptic
Approved Member
| Joined: | Thu Jan 31st, 2008 |
| Location: | Porirua, New Zealand |
| Posts: | 38 |
| itSMF Chapter: | N Zealand |
| Status: |
Offline
|
|
Posted: Tue Feb 9th, 2010 03:50 |
|
I think not being precious cuts both ways. I'm more concerned about trying to push ITIL on non-IT people. Just because we know and love ITIL doesn't mean others will. All the ITIL reference books, training courses and websites are in massively IT-geeky language. They do not look good to business people who can be bemused by the suggestion that it is useful for them. Something like CMMI-SVC or USMBOK does not have that issue.
yes non-IT departments can admire IT centres of excellence in support or change and ask for help and advice, and in that context it may work. But I still think that using analogous processes written in non-IT language will be easier, rather than constantly interpreting and paraphrasing.
I recall ISO9000 was also pushing into this area. Anyone know what's happening there?Last edited on Tue Feb 9th, 2010 03:54 by IT Skeptic
|
Karen Ferris
Registered GP2
| Joined: | Fri Dec 14th, 2007 |
| Location: | Melbourne, Australia |
| Posts: | 36 |
| itSMF Chapter: | |
| Status: |
Offline
|
|
Posted: Tue Feb 9th, 2010 04:03 |
|
Absolutely agree. I would not suggest that we hand the business the ITIL books and expect them to see any relevance to what they are trying to do. I would definitely point them in the direction of non-IT guidance such as USMBOK or CMMI-SVC. But if a business unit wanted a Change Management process and consulted someone in IT who understood the business needs and could provide advice without the "IT language" then they could replicate a process already in place in IT to meet their non-IT needs. The existing policy, process, process-flows and procedures could be easily converted to meet the non-IT requirements. It would meet their immediate needs whilst they looked to non-IT best practice guidance for further process development and improvement.
I think the answer to the question is what all consultants say......"it depends".  Last edited on Tue Feb 9th, 2010 04:03 by Karen Ferris
|
Current time is 03:58 | |
|