Disclosure: written by three friends and fellow directors of www.systemspractice.org (Systems and complexity in organisation, the systems thinking practitioner network, a UK charity). I have bought a copy and hope to review in due course.
Reframing ITIL: A Systems Thinking Look at IT Service Management
16 Jan 2020
by Steve Hales (Author), Patrick Hoverstadt (Contributor), Tony Korycki (Contributor)
available in 3 formats (amazon.co.uk links):
It is possibly the worst time to release a book about ITIL, in the middle of the ITIL 4 roll-out! However, this book isn’t just another book about ITIL; For a start the focus is ITIL version agnostic – the points made apply equally to ITIL 3 and 4. It will give you a completely different way of looking at ITIL and some very practical suggestions for its implementation.
This book is for readers who already have some familiarity with ITIL and/or work in IT service organisations. Managers, consultants, ITIL specialists and trainers will find it useful to provide context and solutions to everyday problems of planning, organising and implementing ITIL & ITSM.
Reframing ITIL turns the usual approaches to ITIL and IT service organisations on their head by using a systems (thinking) frame. This shows what ITIL processes really do in operations and management and how their combination produces IT Service Management organisations.
The investigation starts with the change/control loops that deliver and support IT Service Operation systems and finds loops and processes that are missing in ITIL. It looks at the functions and processes that support services with a focus on the service desk and workflows. It addresses the processes involved in developing a service and especially communications.
The remaining ITIL processes that manage the service and the service organisation respectively are investigated regarding their roles in resource provision, requirements definition, reporting, coordination, innovation and governance. Next there is an in-depth look at designing the organisational structures used in delivering IT Service Management.
Finally IT outsourcing is presented and some of the difficulties associated with it – and how to fix them.