ITIL v3 Process Maps

Oh Great ITIL Wizard,

What do you think of these ITIL process maps. Are they worth it? It looks to me just something else to update, however, if put to actual and continual use, they could be a tremendous benefit. Especially for a company that is just starting to implement ITIL best practices...

Much appreciated,


Dear cma

Oh no you don't. Having seen the flak the IT Skeptic copped when he commented on them ("They can't be freekin' serious: twenty kilo-bucks for a set of ITIL process maps"), I'd be better off not touching that question.

I'll say this though: you can get much of it for free, or a lot less, you can find even more with judicious Googling, and your software vendor can provide some too (I know the CA subway maps for instance).

Given the vagueness of the ITIL books on much of this, especially roles, you can also argue that any set of process maps is just one author's opinion. If the very authors of ITIL V3 weren't game to go there maybe there's a reason...

Good luck!
The ITIL Wizard


Same process for everyone?

The faulty assumption here is that there is one set of processes that can be "derived" from ITIL that applies to every organisation. These would perhaps be useful as inspiration in defining processes specific to your organisation, but it'd almost certainly be a bad idea to take them and plonk them into any organisation without thinking about whether they're a good fit or not. Buying these and using them as-is would be bypassing the "strategy" part of ITSM.

Won't your vendor just give you those for free?

It seems to me that, if you're simply trying to implement according to a view of ITIL, you should consider using the one the vendor provides.

That way your practices will totally align with the software you spent so much on.
The vendor no doubt spent a lot of money to get their software "certified" by someone, else you wouldn't have bought it.

Just do what they say and quick as a bunny, Bob's your uncle.

Getting your people to consistently execute on those processes is likely to be an issue. But, your processes are all done - you are ITIL-ized.

I'd love to read a case study on this....


Case studies

I have a few :) Start with this one which is salient to your comment, Cary: A Tale of Two Leaders

Fair Process

Besides Kotter's change structure, we've found that the approach suggested by Fair Process - Kim and Mauborgne in HBR (2002) - works very well indeed.

We focus on eliciting Why statements from management and staff so that they develop their own motivations - which tends to overcome the fear and status quo bias that prevails. People don't mind change, but they really hate being changed.

We use ITIL and other standards as guides. We are, sometimes, invited in after the initial itilization failed because of focus on process instead of execution.

We are increasingly finding that a simultaneous focus on financial transparency and service budgeting helps - because it helps to include the rest of the business and moves towards an outside-in focus instead of the inside-only focus. An adaptation of Dean Meyer's materials and Ian Clayton's.

Have fun in Las Vegas.

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