Is ITIL worth implementing? [closed]

Solution 1:

Absolutely. ITIL is not a set in stone 10 commandments that have to be followed to the letter.

It's simply a foundation or a framework to operate out of.

The real problem comes in the interpretation. If you take ITIL to a level that circumvention becomes easier than implementation, it will never work. But when properly implemented, IT Service level goes up, and Sysadmin stress goes WAAAAY down!

Solution 2:

Anyone who implements ITIL dogmatically is a fool (and they told me that on an "official" ITIL course).

You can/are supposed to adapt and adopt parts of it to your needs. It's obviously nuts for a one IT person shop to try and implement ITIL, when most of the conversations between the various "areas" of change management, release management, etc are actually going to take place inside one person's brain but having said that, at the other end of the scale, if you just got offered a fortune to be internal helpdesk manager for Microsoft or HP or Apple or whoever, with users and helpdesk callcentres all over the place, how could you possibly do the job at all without ITIL or something similar as a guideline?

I really should add at this point that we've implemented incident vs. problem management for our helpdesk and it has been very helpful.

Solution 3:

ITIL isn't a on/off decision, you gradually roll out the things that are relevant for your environment and tackle the areas which cause the most friction/pain in your organization.

For example: If your helpdesk is being overwhelmed with requests it helps to start categorizing them, analyzing the sources and decide on actions to alleviate the situation.

It's really just a set of best common practices and rules which have proven themselves to work in organizations.