By Lois Coatney, Kevin Boulas and Ola Chowning. ITIL has long been a cornerstone of service delivery and integration. Yet the growth in as-a-service technologies and the emerging application economy require shorter agile development sprints. Is ITIL too rigid and too slow for IT and the business? Join our dialogue about the challenges of the application economy and how ITIL must evolve to support a new generation of service delivery.

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A Look at What’s Next for Service Integration
Is ITIL Past Its Prime?
Lois
Coatney,
Partner,
Ola
Chowning,
Director,
Kevin
Boulas,
Principal
Consultant

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Agenda
o How are the expectations of IT Changing?
o A Case Study: JitterCorp
o What is next for Service Integration?

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ITIL’s first goal was to untangle the
“IT hairball.”
IT needed:
o Predictability
o Cost control
o Minimal disruptions
ITIL provided:
o Process rigor
o Planning and documentation

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Emerging technologies are changing the
expectations for IT
“I need information
now to solve my
problem.”
“IT is too focused on
technology and is not
about business solutions.”
“IT is too slow and
unresponsive – always behind
schedule and over budget.”
$

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Is process-heavy and
internally focused ITIL
service management at
odds with the new
imperatives and pace of
change?

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ITIL
What do you think?
ü There is room for both.
ü ITIL is fine as a framework, but
implementation needs to change.
ü ITIL needs to go!
vs.
vs. Customer-focused
Agile-driven

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So, is ITIL past its prime?

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Case Study

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Case Study
CEO CIO

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How do you mobilize?

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How do you build, test and
deploy under a tight timeline?

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How does interaction with end
user change (Service Desk)?

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Where are the constraints in
the current operation that will
stifle the momentum.
Integrated
Service
Delivery
Data
Integra>on
&
Analy>cs
User
Enablement
/
Self
Serve

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The new Service
Integration imperatives for
a successful IT
environment?
Provider
Accountability
Data
Integra>on
&
Analy>cs
User
Enablement
/
Self
Serve
Integrated
Service
Delivery

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