This article (Marquis, 2006) basically warns its readers to take ITIL as anything else but guidance for building and maturing a service provision system. The guidelines are a set of practices that require alignment and tailoring with business objectives, organizational culture and infrastructure. Marquis argues that it is impossible and undesirable to go for ITIL compliance. He claims that adopting ITIL principles in your organization and your activities is about adding value for your customers and not about cost reductions. It is not unlikely to call for additional efforts and costs. ITIL forces IT to address business requirements. “Sometimes IT is inefficient and wastes money; and ITIL will show this. Other times IT is underfunded and requires more money; and ITIL will show this as well”.
Marquis recognizes that ITIL best practices require a process framework and can build upon other practices to support ITIL principles;
· Project management and continuous service improvement program=
· Appropriate goal setting through a process maturity framework
· Rigorous auditing and reporting through QMS
My view on this article is that it briefly provides me generic statements on many different IT standards, just adding the term ‘service’. I have seen alike articles written about CMMI and ISO standards. Nevertheless nicely put together and good for a few quotes.
Does not come with a reference list, so a dead-end.
Interesting quotes
On processes: "Good enough"is actually perfect when it comes to ITIL
The ITIL is clear that it does not stand alone, and in fact, can only succeed when used with other practices.
All ITIL provides is advice to those preparing to change how they operate in order to "concentrate on service quality and a more customer-oriented approach."
Marquis (2006) - ITIL: What it is and what it isn't
Author
Article
Year
Read
Marquis
ITIL: What it is and what it isn’t
2006
17-Aug-2012
Key words
ITIL; standards
Summarizing comments
This article (Marquis, 2006) basically warns its readers to take ITIL as anything else but guidance for building and maturing a service provision system. The guidelines are a set of practices that require alignment and tailoring with business objectives, organizational culture and infrastructure. Marquis argues that it is impossible and undesirable to go for ITIL compliance. He claims that adopting ITIL principles in your organization and your activities is about adding value for your customers and not about cost reductions. It is not unlikely to call for additional efforts and costs. ITIL forces IT to address business requirements. “Sometimes IT is inefficient and wastes money; and ITIL will show this. Other times IT is underfunded and requires more money; and ITIL will show this as well”.
Marquis recognizes that ITIL best practices require a process framework and can build upon other practices to support ITIL principles;
· Project management and continuous service improvement program=
· Appropriate goal setting through a process maturity framework
· Rigorous auditing and reporting through QMS
My view on this article is that it briefly provides me generic statements on many different IT standards, just adding the term ‘service’. I have seen alike articles written about CMMI and ISO standards. Nevertheless nicely put together and good for a few quotes.
Does not come with a reference list, so a dead-end.
Interesting quotes
On processes: "Good enough"is actually perfect when it comes to ITIL
The ITIL is clear that it does not stand alone, and in fact, can only succeed when used with other practices.
All ITIL provides is advice to those preparing to change how they operate in order to "concentrate on service quality and a more customer-oriented approach."
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18-Aug-12
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