ITIL's many shades of grey

ITILMANY SHADES OF GREY

Rob FarringtonSenior Consultant

WHO AM I?

• ITIL v2 Service Manager• ITIL v3 Expert• MOF Master Trainer (inception to v3)• 25 years of IT Experience

•So….much…Grey

•Don’t be handcuffed

•Not “bound” to any one way

ITIL… NOT CUT AND DRY

PINK 15 – ITIL – Many shades of grey

• No two organizations are the same

• Don’t go in with the idea that what worked before will work now

PINK 15 – ITIL – Many shades of grey

“Snuggle”• Get to know your target audience

• Social business networking

• Personal interaction

PINK 15 – ITIL – Many shades of grey

• Because this slide had to happen….o <Que laughter>

• Seriously….. Pick up on key points of discussion to better enable you to make a difference

PINK 15 – ITIL – Many shades of grey

IT DEPENDS!

Be flexible

PINK 15 – ITIL – Many shades of grey

PINK 15 – ITIL – Many shades of grey

Password Reset• Service Request vs. Incident

Safe word

PINK 15 – ITIL – Many shades of grey

•Make sure you kept the best interest in mind

•Listen and adapt Communication!

•Always be open to new things

CONCLUSION

• ITIL should NOT be the end all, be all

• Be flexible and accepting of change

• Make ITIL enjoyable through tangible successes (low hanging fruit) and build towards that ultimate “ending”

… and HAVE FUN!

PINK 15 – ITIL – Many shades of grey