In trying to explain why implement ITIL (IT Service Management) best practices within an IT organization, I played out a scenario of an IT professional speaking with an IT manager knowledgeable of ITIL frameworks. Here is essence of what I ad libbed. Want to throw it out there and seek critique because I wish to use this or similar in my books, trainings, etc.
IT professional does not see the point of changing the way we have always done things. He announces, “Business will use IT Tool X and Y because that is the tool we have and they will like it.”
“Ah, that is the fundamental problem of IT,” chimes in the IT Manager presenting ITIL v3 to the group. “That is why best practices such as ITIL are so important. IT is a powerful component of a business. But we are here because of the business.
“Our business has options. If we are not doing the best and striving to the aims of business, then what good are we? What is stopping senior management to outsource or find some other means? And the few customers outside our company we provide service for, aren’t there 100 other places or ways they can meet their needs?
“We are the backbone of business because we provide the support for the business. Allowing business to achieve its needs and value. We must place ourselves in a position to strive for better support to our business. This is done by delivering better quality at increased cost effecitiency and the best fit. Imagine if your backbone was bent and bent on doing its own thing. You cannot have your backbone sticking out. Your backbone certainly cannot survive without you. A misaligned spine is not going to do you well. If you were business, would you care about a backbone that was crooked and did not support you in the way you needed?
“Now business can swap out all or part of their backbone – us, IT. Physically, we cannot do it as easily in our bodies. Maybe some adjustments or paying attention to our posture a little better. Or a painful surgery. Getting rid of our IT department may be painful at first, but if the business sees more long term advantages of it, why not?”
ITIL at its core is providing an alignment to the needs of business with the capabilities and resources within IT.