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Future of ITIL workshop – some shared feedback

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Word Cloud of all feedback from attendees Not just feedback listed in this article

Word Cloud of all feedback from attendees
Not just feedback listed in this article

Following on from the two-day AXELOS workshop, ITSM Review reached out to the attendees with three simple questions:

  • How did the workshop go?
  • What were the key achievements?
  • What do you think are the key opportunities for the future?

We also asked the AXELOS team to summarize their thoughts from the two days.  The following article is an overview of everyone’s responses – common points made by attendees have been moved to the introductory paragraph of each section.

So, how was it?

The workshop was deemed a great first step from AXELOS (and hopefully the first of many). It was a dynamic, open and customer centric series of discussions and debates, which were received well by all those who provided feedback.

“Good to feel part of a team – level of consensus very encouraging”Ivor MacFarlane, IBM

“The workshop was wonderful, it was a great opportunity to participate with other thought leaders”Anthony Orr, BMC

“It was exciting. I’m now much more optimistic about the future of ITIL”Claire Agutter, ATO Council

“It was refreshingly forward thinking. I felt that my input was listened to and all divergent views were given respect”Sharon Taylor, Aspect Group Inc

“It was great to see AXELOS’ openness and receptiveness to suggestions and feedback from the workgroup for improving the highly successful ITIL framework” – Colin Rudd, itSMF UK

“I really enjoyed sharing thoughts, ideas, challenges and opportunities with other experts and I was amazed by how much consensus there was about most of the issues we faced”Stuart Rance, HP

What were the Key Achievements?

The consensus was that the future of ITIL looks very positive. The collaborative approach was praised and the group felt that there was a real focus on increasing the success and value of ITIL to both businesses and individuals. AXELOS are listening (and they do realize that more input is needed from a wider cross-section of stakeholders from different geographies) and are clearly focused on opportunities to deliver value to the market without radical disruption or alarm. They also realize that market research and communication are critical before making decisions and open dialogue with the community is therefore very important.

“The key achievement for me was the recognition by AXELOS that our community is diverse and complex and that there will need to be extensive consultation and care to avoid unnecessary disruption to the services. It was clear that this is not an exercise of ‘fixing’ ITIL but of actively planning its future evolution to meet needs” – Sharon Taylor, Aspect Group Inc

“The biggest achievement was in listening to the “voice of the customer”, listening to those who actually use ITIL”Andrea Kis, Tata Consultancy Services

“Lots of input provided from different perspectives, covering ITIL content, exams, training and ecosystem” – Stuart Rance, HP

“There was a welcome absence of politics and person agendas, it was all about the success of ITIL”Jayne Groll, ITSM Academy

“The ‘role-diversity’ of attendees allowed us to not only see the bigger ITIL ecosystem but also to offer different perspectives on legacy issues”Stephen Mann, ServiceNow

Where are the Key Opportunities moving forward?

Everybody agreed that AXELOS need to keep the momentum going and must continue to have open communication with ITIL users, stakeholders and the wider community. They need to remain committed to providing visibility of the ‘what’ and ‘why’ behind ITIL moving forward and must ensure that there are no surprises for the market by sharing with us their long term plans.

“There is a real opportunity to elevate value of ITIL to organizations, executives and community as a whole” – Anthony Orr, BMC

“For me, the key opportunity would be the “onion” layers of content that could be available to the community (some for free, some for a fee), including benchmarking and more practical application. Couple this with potential digital technology to deliver dynamic intellectual property and the industry becomes better able to adapt and supplement” – Jayne Groll, ITSM Academy

“The opportunity is to continue to collaborate with ITIL users, stakeholders and the community and use these discussions as a basis to improve and develop a business model that supports timely, well planned, inclusive, transparent and communicated information. The JV model releases former constraints of ITIL management and frees up the innovation opportunities to bring ITIL forward in step with need and not chasing them.” – Aspect Group Inc

“Global-best-practice looks like it could finally become global best practice” – Stephen Mann, ServiceNow

What did AXELOS have to say?

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The workshop group on day 2

“The workshops tackled a vast array of content regarding the future of ITIL and PPM, all in a relatively short time.  It was intense but we maintained a positive outlook, stayed focused on the future and left no elephants in the room.

It was good to move from listening to doing, in this case to work through the main priorities that need to be addressed.  We’ll now factor those into the planning process for this year and for 2014 when AXELOS is fully operational.

Key achievements included the development of ideas and concepts like the “Onion” or “Doughnut” (for PPMers) that provides a framework to enable community collaboration, development of modular materials and potentially tackle “two speed ITIL”.  It was also useful to discuss the needs of the wider global community and also what this all means to the end user or practitioner.

Where to next?  Well it’s great to have crossed the start line and now these workshops have provided us with a script for wider stakeholder engagement.  The skill is going to be in maintaining the momentum whilst focusing on the priorities and this is where AXELOS will need to demonstrate leadership.

Overall, great debates, great ideas and great opportunities.” – input provided by Chris Barrett, Director at AXELOS.

In Summary

It’s a great start. There was much consensus, risks and opportunities were agreed, and the two-day event ended on a very positive note.

AXELOS knows that it needs to elicit more, focused input, particularly from other regions, and that communication in general is critical.

So, there is still a lot to do, but on the evidence of this workshop it’s clear that AXELOS is doing all the right things ­– and AXELOS knows that the world is watching and waiting.

Again, if you have an opinion as to the future of ITIL, please respond to this blog or email AXELOS direct. You can also follow what’s happening by looking for their communications on Twitter or Google+

Sophie

Sophie is a staff writer for The ITSM Review. If you would like to contribute an article to the ITAM Review please get in touch using our contact form.

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6 Responses to " Future of ITIL workshop – some shared feedback "

  1. James Finister says:

    I’ll add my own comment, based on being there for just the first day, that I believe my heartfelt pleas that ITIL needs to address the needs of specific customer groups, particularly CxO level and those doing a “real job” – rather than pandering to those with a vested interest in milking the market – were listened to and I believe will be acted on.

    • Mark Kawasaki says:

      This is good to hear. Is this related to Andie’s voice of the customer comment above, more of a forward intention instead of a workshop accomplishment?

      • James Finister says:

        Mark, It isn’t coincidental that Andie is part of my team.

        Everyone involved so far is aware that there aren’t instant fixes and that this was only the first workshop with a lot more views to be canvassed. The way forward laid at at the workshop should provide a way for the voice of the customer, and the voice of the customer’s customer, to be heard, but AXELOS are a long way from beginning to produce content.

  2. Sharon Taylor says:

    I’d like to add a correction please. I am a part of the Aspect Group and not the APM Group. (I do recognize the association perception given my various roles with ITIL over the years however!), But I have always been employed by the Aspect Group Inc (AGI)

  3. Martin Andenmatten says:

    Dear Workshop Team,

    you are looking for some input to improve the ITIL trainings and exams.

    As you have already discussed, Management and Contracting skills are very important.

    Much more important for me are skills in Managing the change. Adressing the ABC (Paul Wilkinson) is something which is today just mentioned to be respected – but there are no best practices.

    Look at COBIT 5 – there is a Process defined just for this purpose.

    Thanks and good luck in your further Workshops.

    Kind Regards
    –Martin Andenmatten, Managing Director Glenfis

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