ITIL 4 approach – Adoption and expectations of ITIL 4

ITIL 4 approach – Adoption and expectations of ITIL 4

This is an essay that discuss the ITIL 4 approach in addition to the impacts of adoption and expectations of ITIL 4

ITIL 4 approach – Impacts of adoption and expectations of ITIL 4

Firstly, read the scenario below to answer the topic questions:

imagine that you have been hired as the CIO of a medium-sized regional company. You are the new head of IT and lead a team of 20 personnel who provide and support IT services internally to your organisation. The IT team has been “using” ITIL 3 for years but have become lazy and haphazard about it. Many ITIL 3 concepts and expectations are poorly followed, and some are not followed at all. This has been an organic deviation from ITIL over the years. Also, what everyone actually does now still works very effectively as it has evolved to solve its own problems.

However, the recording of the current methods and practices is not okay. This is in addition to it being hard to train new staff in,. Your executive board wants you to bring this department up to ITIL 4 methods. They understand that this will involve costs and sacrifice, but they are wary of undermining performance. They do not want to damage the effectiveness of the organic workarounds and hybrid processes, but yet want things to be solidly ITIL 4. Your CEO asks you to join a board meeting today which is discussing the implications‌‌‍‌‌‍‍‍‌‍‍‌‍‍‍‌‌‌‍ of embarking upon a re-engagement with ITIL 4. They want you to explain to them how you will deal with the following concerns;


Secondly, answer these question from your analysis of the case study.

What is one of the most important concepts from ITIL 4 that our organic approach is likely to be weak on? Why should we care about fixing that? Our IT people are hard-working, loyal and service-oriented. How can we ensure that adopting a stricter set of ITIL processes will not undermine their motivation to do their best?  Explain how this will be impacted by the formal adoption and expectations of ITIL 4.

You are to describe your answers in terms of ITIL, but not in technical (IT) terms. The CEO asks you not to simply “explain ITIL” but to specifically address the concerns. You may reference any relevant portions of ITIL 4 that you believe are appropriate. Remember that the answers you give to the board will directly impact their d‌‌‍‌‌‍‍‍‌‍‍‌‍‍‍‌‌‌‍ecisions.

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