the pit that peole fall into whan using a kit or "canned ITIL" processes is that they believe that it will tell them how it should be done and that the kit/process will fit their needs and organisations way of working.
My experience is that a kit will help you up the ladder but only so far. Good ones will include the important pieces that you need to know and have in place but will not be specific enough to your org.
You should then develop what you are given to fit your needs rather that let it dictate to you what you should be doing.
Some things are required e.g. Im change management you need to have an approval process in place - while not mandatory (take from ITIl what you want) it is kind of defeating the puropse to put in a CM process without an approval process behind it. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
Just to emphasise the common misconception about process development is that you already release stuff right? You do implement changes don't you? It may not be 'ITIL' but fundamentally there is a process in place even if it is not documented or formally recognised.
A lot of people's first instinct is to go for something prescribed, but answer this: given that all organisations are different, how can you offer a generic process out of the box that will suit all?
So the point is to look at what you've got and where you want to get to (e.g. your department working to an ITIL based process that ADDS VALUE to your organisation) and start making incremental changes towards that goal.
If you don't have the 'as is' and 'to be' then you're basically a boxer who's coming out swinging because they're eyes are swollen up: You might hit something, but really you know how the fight will finish...
Hope this helps,
UJ _________________ Did I just say that out loud?
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