Joined: Jan 11, 2005 Posts: 3 Location: Melbourne, Australia
Posted: Wed Apr 13, 2005 2:22 pm Post subject: Don't mention that four letter acronym!!
I visited a customer recently where the IT people in the environment cannot stand hearing ITIL. The manager has earbashed them with the term for the last 2 years, and made no real traction with developing any of the processes.
We talked through the ownership aspects ITIL, and the current association his staff have with the word. We are starting again, with a "Service Improvement Program", and have engaged the staff in it this time, rather than teasing them with the word.
This isn't the first time I've seen a customer where the staff have "ITIL phobia". Seems to correspond with management spouting the term, but not being able to articulate it, nor introduce it to the organisation.
Have any of you had this sort of experience?
Is ITIL really a dirty word?
Cheers, _________________ Damian Driessen
-- Endpoint Consulting P/L
-- IT Strategy, IT Governance and ITIL process consulting
-- Email ddriessen @ endpoint DOT com DOT au
Joined: Oct 06, 2004 Posts: 77 Location: Bloomington, IL
Posted: Sat Apr 16, 2005 4:21 am Post subject:
My personal opinion is that the problem you relate stems from an inherant fear in most people about anything new or different. In my organization "ITIL" represents something foreign or different from the established cultural norms. We call it the "fifty mile rule" or the "not grown here syndrome" If it was not developed or created within fifty miles of our HQ, we do not want to know about it. Most countries throughout history have experienced some kind of "anti-foreign" sentiment. Our organization is going through one of those waves now.
We have gotten around this problem by mapping our current processes or methods to the ITIL framework. Then we change the current vocabulary to the ITIL vocabulary to show people they have been doing "ITIL" all along. All we are here to do is standardize the vocabulary to best practices or industry standards. It seems to work pretty well.
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