ITIL Process Drove Wedge Between IT and Biz

Back in the old days, the IT department serviced the customer.

Business customer Bob called up their buddy Joe in the IT department.

Hey Joe, it would be great if the XYZ app did this this and this.

Joe the Programmer said, sure Bob, anything for you.

Should have it in a jiffy.

Happy customer and happy programmer.

Then along came the rules people who said, IT is not supporting the customer in the correct way.

We need to build barriers between IT and the Biz.

They should never have direct contact.

Everything must go in a ticket.

Thus, systems like the ITIL process were born.

Now, Bob the customer is not allowed much contact with the programmer.

He must decide what changes he needs, submit them into the ticket abyss and sit and wait.

The ticket goes into the queue, gets assigned, prioritized, spec gathering, design, build, test, deploy.

Customer gets to sit and wait while the IT department works their production line in queue format.

And while the programmer works the tickets, other production issues bump in priority.

So the customer gets to sit some more.

And let me tell you about paperwork.

It takes more time and effort to get the correct paperwork, authorization, signatures, bow to the mighty change management people, kiss their ring appropriately to show you are not worthy, and pray to God they approve your ticket.

Then release, and the code is nothing what the customer wanted.

However, we now have a documented audit trail to show just how ineffective the process is.

Cover the butts of the higher ups.

Sure we are now slower, inefficient and produce lesser quality code, but at least we now have auditable processes.

And people wonder what caused the rift between IT and the business.

Now you know.

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