It occurred to me a while ago that it is sometimes difficult to find practical guidance, and I mean, real practical guidance in the implementation of ITIL & ITSM practices & processes.
Many of the information sources explain a lot about implementing ITIL and other ITSM concepts, but it is difficult to find real guidelines for the situation you find yourself in.
Well, on the one hand you have the beautiful theory, process and practice descriptions of ITSM concepts, and on the other hand you have the real world: every company, every organization has its own ways of looking at IT service management.
As an IT consultant on ITSM I have seen many different implementations deviate, sometimes a lot, from what is written in the books. I mean: if, for example, incidents are logged as user stories, it is quite difficult to immediately find an appropriate ITIL practice or ITSM process.
One word applies here: pragmatism. Go back to the basics of ITIL: pragmatism is promoted everywhere, especially in the latest ITIL 4 release. ITIL is just a guide, leading to many different implementations.
That's not a bad thing, because that's what ITIL strives for: making all practices available for a customized business implementation.
It was already recognized in 2014, but actually still remains very valid.
It is up to you as an ITSM expert/consultant to recognize which practice or process the company applies and to adapt to the situation. For example, if you are in a managed service situation, match your own service processes with those of the client.
It will make it easier for your team to recognize the situation, and for your client to receive the value he needs the way he needs it, because that is also part of value creation.
In other words, identify and match your service value streams with those of your client.
More and more, organisations are looking to leverage the parts of ITIL, COBIT 5®, ISO/IEC 20000 and other approaches to build a cohesive service management system that works for them rather than just trying to ‘implement’ or adopt ITIL.