Future of ITIL workshop – some shared feedback

Word Cloud of all feedback from attendees Not just feedback listed in this article
Word Cloud of all feedback from attendees
Not just feedback listed in this article

Following on from the two-day AXELOS workshop, ITSM Review reached out to the attendees with three simple questions:

  • How did the workshop go?
  • What were the key achievements?
  • What do you think are the key opportunities for the future?

We also asked the AXELOS team to summarize their thoughts from the two days.  The following article is an overview of everyone’s responses – common points made by attendees have been moved to the introductory paragraph of each section.

So, how was it?

The workshop was deemed a great first step from AXELOS (and hopefully the first of many). It was a dynamic, open and customer centric series of discussions and debates, which were received well by all those who provided feedback.

“Good to feel part of a team – level of consensus very encouraging”Ivor MacFarlane, IBM

“The workshop was wonderful, it was a great opportunity to participate with other thought leaders”Anthony Orr, BMC

“It was exciting. I’m now much more optimistic about the future of ITIL”Claire Agutter, ATO Council

“It was refreshingly forward thinking. I felt that my input was listened to and all divergent views were given respect”Sharon Taylor, Aspect Group Inc

“It was great to see AXELOS’ openness and receptiveness to suggestions and feedback from the workgroup for improving the highly successful ITIL framework” – Colin Rudd, itSMF UK

“I really enjoyed sharing thoughts, ideas, challenges and opportunities with other experts and I was amazed by how much consensus there was about most of the issues we faced”Stuart Rance, HP

What were the Key Achievements?

The consensus was that the future of ITIL looks very positive. The collaborative approach was praised and the group felt that there was a real focus on increasing the success and value of ITIL to both businesses and individuals. AXELOS are listening (and they do realize that more input is needed from a wider cross-section of stakeholders from different geographies) and are clearly focused on opportunities to deliver value to the market without radical disruption or alarm. They also realize that market research and communication are critical before making decisions and open dialogue with the community is therefore very important.

“The key achievement for me was the recognition by AXELOS that our community is diverse and complex and that there will need to be extensive consultation and care to avoid unnecessary disruption to the services. It was clear that this is not an exercise of ‘fixing’ ITIL but of actively planning its future evolution to meet needs” – Sharon Taylor, Aspect Group Inc

“The biggest achievement was in listening to the “voice of the customer”, listening to those who actually use ITIL”Andrea Kis, Tata Consultancy Services

“Lots of input provided from different perspectives, covering ITIL content, exams, training and ecosystem” – Stuart Rance, HP

“There was a welcome absence of politics and person agendas, it was all about the success of ITIL”Jayne Groll, ITSM Academy

“The ‘role-diversity’ of attendees allowed us to not only see the bigger ITIL ecosystem but also to offer different perspectives on legacy issues”Stephen Mann, ServiceNow

Where are the Key Opportunities moving forward?

Everybody agreed that AXELOS need to keep the momentum going and must continue to have open communication with ITIL users, stakeholders and the wider community. They need to remain committed to providing visibility of the ‘what’ and ‘why’ behind ITIL moving forward and must ensure that there are no surprises for the market by sharing with us their long term plans.

“There is a real opportunity to elevate value of ITIL to organizations, executives and community as a whole” – Anthony Orr, BMC

“For me, the key opportunity would be the “onion” layers of content that could be available to the community (some for free, some for a fee), including benchmarking and more practical application. Couple this with potential digital technology to deliver dynamic intellectual property and the industry becomes better able to adapt and supplement” – Jayne Groll, ITSM Academy

“The opportunity is to continue to collaborate with ITIL users, stakeholders and the community and use these discussions as a basis to improve and develop a business model that supports timely, well planned, inclusive, transparent and communicated information. The JV model releases former constraints of ITIL management and frees up the innovation opportunities to bring ITIL forward in step with need and not chasing them.” – Aspect Group Inc

“Global-best-practice looks like it could finally become global best practice” – Stephen Mann, ServiceNow

What did AXELOS have to say?

Of all the qualities we might look for in a SAM Managed Services Provider - proven track record is key.
The workshop group on day 2

“The workshops tackled a vast array of content regarding the future of ITIL and PPM, all in a relatively short time.  It was intense but we maintained a positive outlook, stayed focused on the future and left no elephants in the room.

It was good to move from listening to doing, in this case to work through the main priorities that need to be addressed.  We’ll now factor those into the planning process for this year and for 2014 when AXELOS is fully operational.

Key achievements included the development of ideas and concepts like the “Onion” or “Doughnut” (for PPMers) that provides a framework to enable community collaboration, development of modular materials and potentially tackle “two speed ITIL”.  It was also useful to discuss the needs of the wider global community and also what this all means to the end user or practitioner.

Where to next?  Well it’s great to have crossed the start line and now these workshops have provided us with a script for wider stakeholder engagement.  The skill is going to be in maintaining the momentum whilst focusing on the priorities and this is where AXELOS will need to demonstrate leadership.

Overall, great debates, great ideas and great opportunities.” – input provided by Chris Barrett, Director at AXELOS.

In Summary

It’s a great start. There was much consensus, risks and opportunities were agreed, and the two-day event ended on a very positive note.

AXELOS knows that it needs to elicit more, focused input, particularly from other regions, and that communication in general is critical.

So, there is still a lot to do, but on the evidence of this workshop it’s clear that AXELOS is doing all the right things ­– and AXELOS knows that the world is watching and waiting.

Again, if you have an opinion as to the future of ITIL, please respond to this blog or email AXELOS direct. You can also follow what’s happening by looking for their communications on Twitter or Google+

Future of ITIL workshop – a little insight

AXELOS

The following comment piece is contributed by Stuart Rance of HP and Stephen Mann of ServiceNow.

Yesterday a number of ITSM professionals convened in London to talk about the future of ITIL. From the get-go, it was stressed that the purpose of the meeting was to provide input to AXELOS’ thinking and not to make decisions.

Who was involved?

It was a passionate group of people that represented: ITIL authors, examiners, consultants, service providers, vendors, penguins, and AXELOS. The attendees were:

Of all the qualities we might look for in a SAM Managed Services Provider - proven track record is key.
AXELOS CEO, Peter Hepworth and ITSMPenguin

And of course ITSMPenguin. Everyone had opinions and ideas to share and it was a good mix of people.

Some attendees travelled a long way to attend: Anthony from Houston, Sharon from Canada, Jayne from Florida, and Rob Stroud would have attended from New York but for personal reasons. Even though most of the attendees reside in the UK, they work for global organizations and as such have global experience and global views. Not withstanding this, we all agreed on the need for more input across geography, culture, industry, and language.

If you wish to provide your input please respond to this blog (in the comments section) or email AXELOS direct.

Community input

You can already see much of the input from things people have already shared with the ITSM community:

Scope and content of ITIL

The discussions included the scope, content, and structure of both ITIL and the ITIL exam system. And started with people suggesting ideas for strategy and principles for ITIL going forward. It was surprising how long this took (shouldn’t we already know this?) and not unsurprisingly everyone agreed that ITIL should be driven by business and customer needs.

Other suggestion related to:

  • Having a visible set of values
  • Separating architecture and structure from narrative and examples
  • Collaboration with a wide community of practitioners, examiners, trainers, consultants, vendors, and industry bodies across geographic and industry boundaries
  • An emphasis on relevance to end-user organizations
  • Quality being more important than time to market.

From a content perspective, AXELOS introduced the concept of what it calls the “Onion Model”, shown below, that encompasses the previous feedback on how there is a need for different types of content and, importantly, community input to the ongoing development of ITIL.

photo

Where:

  • The centre has the very stable ITIL core
  • The next layer has modular content such as role or industry-specific information
  • And then further layers have more practical content such as templates, guides, and case studies
  • The very outside layer is community owned and community driven with AXELOS and the community curating and promoting this

Content is able to move inwards as it becomes accepted best practice.

                                       Training and exams

Of all the qualities we might look for in a SAM Managed Services Provider - proven track record is key.
The workshop group

We discussed the importance of people, culture, and organizational aspects. In particular the need for more practical guidance about how IT organizations can benefit from the experience of others, and how they can start to gain value from ITIL within their own organization.

There was a lot of passion around training and exams. An interesting point was the absence of guidance on the development of skills such as negotiation and management as part of effective IT service management. Everyone recognized the need to make the exam system more valuable to both individuals and employers. But there was a consensus that that any change requires more input, more time, and needs great care not to disrupt the status quo. Again, if you have an opinion as to the future of ITIL exams, please respond to this blog or email AXELOS direct.

Next steps

Following day two of this workshop (a second blog will follow), AXELOS will continue to seek out global community input.

If you want to follow what’s happening, please look for their communications on Twitter or Google+

As always, thoughts and comments are encouraged.