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Can anyone share their experience/opinion on ITIL?

http://www.itil-officialsite.com/

Respectfully,

Mark Scott
VP of Innovation and Technology, CTO
Freed-Hardeman University | 158 E. Main St. | Henderson, TN 38340
731-989-6002 | mscott@fhu.edu | Twitter: http://twitter.com/m_scott

Cyber Security Awareness - FHU Online Safety
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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ITIL, as you know, is a framework. It requires intentional effort and commitment. In my opinion, you shouldn't go into it half-heartedly as it will only create layers of bureaucracy that will have a negative impact on your personnel and your users. There are several maturity models out there that show where your organization is in its "implementation."

Here is an interesting white paper that includes an explanation of the maturity model - http://www.teamquest.com/pdfs/whitepaper/maturity-model.pdf

A Google search of "ITIL maturity model" will yield more resources.

Lastly, it's very easy to become ITIL legalistic, which then can portray the organization as inflexible. Remember ITIL is a framework that should lead your organization to greater efficiencies, become more effective, and add measurements to how its meeting the institutional needs.


______________________________________________
Mark Staples
Vice President & Chief Information Officer
Wentworth Institute of Technology
Division of Technology Services

Williston Hall | 550 Huntington Avenue | Boston, Ma 02115
Office Phone: 617-989-4592 | Mobile: 617-543-4184
email: staplesm@wit.edu | Twitter: markstaples_cio
______________________________________________

"It's not my job to have all the answers, but it is my job to ask lots of penetrating, disturbing, and occasionally almost offensive questions as part of the analytic process that leads to insight and refinement." -Gary Loveman

I would like to reinforce what Mark has stated so well.  One of the main reasons that we adopted ITIL is because we could build around our work processes and needs without having to adhere to requirements that did not fit a higher educational perspective.  Even with that in mind, your approach should be bidirectional top down and bottom up.  As this may take a good bit of time to introduce and implement a staged deployment with reasonable goals is advisable.

Regards,
Barry

On 10/29/2012 09:54 AM, Staples, Mark wrote:
ITIL, as you know, is a framework. It requires intentional effort and commitment. In my opinion, you shouldn't go into it half-heartedly as it will only create layers of bureaucracy that will have a negative impact on your personnel and your users. There are several maturity models out there that show where your organization is in its "implementation."

Here is an interesting white paper that includes an explanation of the maturity model - http://www.teamquest.com/pdfs/whitepaper/maturity-model.pdf

A Google search of "ITIL maturity model" will yield more resources.

Lastly, it's very easy to become ITIL legalistic, which then can portray the organization as inflexible. Remember ITIL is a framework that should lead your organization to greater efficiencies, become more effective, and add measurements to how its meeting the institutional needs.


______________________________________________
Mark Staples
Vice President & Chief Information Officer
Wentworth Institute of Technology
Division of Technology Services

Williston Hall | 550 Huntington Avenue | Boston, Ma 02115
Office Phone: 617-989-4592 | Mobile: 617-543-4184
email: staplesm@wit.edu | Twitter: markstaples_cio
______________________________________________

"It's not my job to have all the answers, but it is my job to ask lots of penetrating, disturbing, and occasionally almost offensive questions as part of the analytic process that leads to insight and refinement." -Gary Loveman

Good morning,
The Educause ITIL Constituent Group will be talking about getting started with ITIL at our meeting in Denver Thursday morning, 8am, meeting room 401.  Please join us if you're able. ITIL is a big framework and can seem overwhelming, but there are some common approaches that many universities have taken successfully. - David

 
David McGuire, MBA
Assoc Director, IT Project & Service Mgmt
University of New Mexico, IT
(505) 277-0093

>>> Mark Scott <mscott@FHU.EDU> 10/29/2012 8:38 AM >>>
Can anyone share their experience/opinion on ITIL?

http://www.itil-officialsite.com/

Respectfully,

Mark Scott
VP of Innovation and Technology, CTO
Freed-Hardeman University | 158 E. Main St. | Henderson, TN 38340
731-989-6002 | mscott@fhu.edu | Twitter: http://twitter.com/m_scott

Cyber Security Awareness - FHU Online Safety
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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