Do you think an information portal about ITSM is still necessary in 2014?
A lot of concepts exist within the frameworks as ITIL (and others of course). Only some of them are really implemented in the companies. The reason is that for some processes companies see easily how to implement them. This is the case for processes as Incident Management, Problem Management, Change Management, etc. For other processes, the way is more tough, as for Release and Deploy, Availability Management, Business or Service Capacity Management, etc. Although for implemented processes, looking closer to them, we can find that only few of best practices are implemented and maturity still be stuck to a low level. This is due to a lack of vision on how to struggle with more complex best practices. In some cases, implementation provides “infructuous” results and projects are perceived as failure.
In some organizations, we can observe how complex ITSM processes have become after a few years of practice. Due to design “mistakes” or corrective, may be by-pass, rules stacked the ones on the others. Operationals have to improve their Service Management processes while they are struggling with the urgency of priorities and, sometimes, the heavy workload of their activities. For them, it is very difficult to take hindsight from day-to-day habits. They need external and independent advise to breakthrough with routine and limitations.