ITIL® Implemented: Now What?

Martin Andenmatten, TIPA Lead Assessor, Managing Director at Glenfis

These days you can read a lot of criticism about ITIL® and how well, or badly it is implemented. At the very least, ITIL® is just a framework which helps you and your organization drive the change towards a more customer-focused and service-oriented service provider. So ITIL® supports this with a huge number of guidelines, and should not be blamed for processes that are not well implemented. But, what is “well implemented” or “not well”? How can you find out? Get clear answers on what to improve?

Today, in numerous organizations, we find the same situation: ITIL® processes are defined, roles assigned, the tool configured accordingly and all employees are ITIL® trained. Probably some of them with intermediate grade; one or two are even ITIL® Experts. So you would think everything is fine here. Nevertheless, it still does not work properly and you cannot explain why. The implementation of changes—even of existing change requests—leads to bigger challenges, again and again, for everyone involved.

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