I have only really just dipped my toe in the ITIL pool. In 2009/2010 I completed the ITIL Foundation V3 and ITIL Intermediate ‘Service Offerings and Agreements’ courses. I’ve also spent a fair amount of time with the ITIL publications.
Since that time I’ve changed roles (same organisation) and, after a bit of time finding my feet, it came back to ITIL (albeit from a different perspective). However, a couple of lone voices against a tide of resistance is a tough gig. There are some with legitimate concerns but in many cases the resistance stems from a fear of the unknown – what does this ITIL thing mean for me?
It was also around the time when it was decided that our service desk software was not up to scratch. It had a number of known limitations and as much as we had developed workarounds it was severely hurting efforts to improve service delivery. Unfortunately, there were some that saw this as the panacea to solve all our issues. I don’t know how many times I heard comments like “when we have the new software …” or “the new software will do that”. All the focus was put on the software rather than the software supporting new processes that we would need to develop.
Well, as it turns out – after several changes of project lead and rounds of customisation – the software selected just did not meet our requirements after all. Now, we’ve almost taken steps backwards, rather than towards improvement, as many things were put in the ‘new software will help with that’ basket.
To cut a long story short – we’re pretty much right at the beginning of the ITIL journey 🙂