A shotgun wedding PDF Print E-mail
Written by Dick Costeris   
Wednesday, 02 July 2008 10:09

I don't know which of you, readers, have looked seriously at ITIL version 3 (ITIL3), but it's quite a different cup of tea. The simple world of ITIL version 2 we had grown to be so fond of, with its ten cute support and delivery processes, now  appears to be part of a far bigger world in which we are going to occupy ourselves, amongst others, with service strategy and continual improvement of our IT service provisioning. Not that this is a bad idea (on the contrary) but it does raise some questions where the training of employees is concerned.

 

My biggest worry concerns gaining the basic knowledge you need in order to be able to work in an ITIL based environment. An ITIL2 Foundation course provided the insight in the ITIL jargon and offered you the possibility to understand the essence of the underlying ten processes and their respective dependencies. That way you soon could understand what your colleagues were talking about and were you able to link your practical experience to the theoretical knowledge you gathered.

Looking at ITIL3, we see that the number of processes have doubled (almost tripled), with a far wider view on the Service Management specialism. Besides operational skills (like handling disruptions in service delivery or applying changes in the infrastructure) we can discover in ITIL3 organizational, managemental and marketing aspects. A basic course ITIL3 Foundation, which is by the way tutored in the same amount of time as the previous ITIL2 Foundation course) will undoubtedly contain far less detail and be more superficial.

Besides that there is another disturbing development going on. The new owner of the certification part of the ITIL exams (APMG) has announced that the current ITIL2 exams cannot be taken anymore in the near future. After that, ITIL3 is the only option. A fixed date is not determined yet, in the meanwhile we can expect to take ITIL2 exams for the rest of 2008. A logical consequence of this all is, that the ITIL2 courses slowly will become extinct (like dinosaurs...) because certification no longer will be possible. This effect will show soon with ICT service providers, to whom certification of their employees is very important.   

The question is, to what extent the market is going to accept this. Only a very small number of Dutch companies is able to adopt ITIL3. Will APMG be able to force the market into another direction with its certification policy? I doubt it very much. I predict we'll go searching for alternatives en masse, e.g. for ISO/IEC 20000. At least the times to come will be very interesting...

(translation of a blog entry on the Computable Beheer forum, May 5th, 2008)