In case you are not familiar with ITIL here are some resources for you to go do your own research.(I got this picture from a post about ITIL for small-medium businesses called ITIL is Essential.)
1. The official ITIL homepage
2. A paper on ITIL based help desks
3. ITIL Overview/FAQ
4. Criticisms of ITIL - The IT Sceptic
5. A public ITIL wiki
...but what do you think? What is your take on ITIL?
ReplyDeleteI am not in the service management business. From the outside it looks like a good idea that people can execute well or poorly depending on their approach and expectations.
ReplyDeletePeople who I think know what theya re talking about liken it to Prince2 - it's a set of tools that you pick from as your cicumstances require, but you would rarely implement the whole thing.
Additionally it won't cover all circumstances so your skills and knowledge need to be broader than just this framework.
What are your views Mr Process Geek?