ITIL

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The Process Obsession Trap!

Process is good, but... To be clear—I'm a big believer in process discipline! The importance of and evidence for strong process discipline is all around us! I was on an airplane this weekend and happened to peek into the cockpit while boarding. The pilot and co-pilot were going through their pre-flight checklist. It was comforting [...]

Value-based Business Relationship Management: Part 1

This is the first in a short series of posts I will be writing about business value realization and the role of IT, and in particular, the role of Business Relationship Management. Much of my 40+ year career in information technology, management consulting and multi-company research has focused on the relationship between Information Technology (IT) [...]

Common Failure Modes in Business Relationship Management – Part 2

This is the second in a series of  posts about common failure modes I come across in the deployment of a Business Relationship Management (BRM) role and/or capability. In Part 1 in this series I discussed two common failure modes: Failure Mode #1: Where the BRM is positioned as the "Single Point of Contact" between [...]

When Everything Becomes a Service – Does ITIL Help or Hurt?

For many years I've had an interest in the disciplines of Product Management and Service Management. These disciplines have been generally lacking in IT shops, though that is changing. Frameworks such as ITIL and standards such as ISO/IEC 20000 are helping sensitize IT professionals to Service Management, and methods such as Agile Development and Scrum [...]

ITIL and the Business Relationship Manager: Avoiding the Performance Trap!

I have good news, and I have bad news! The Good News... The IT Infrastructure Library (ITIL) 2011 edition and the ISO/IEC 20000 standard for IT Service Management formalized the existence of the Business Relationship Manager (BRM) role and corresponding Business Relationship Management process as a new best practice and international IT Service Management standard [...]