ITIL Fever

Let me tell you about change control.

I worked in a place that got the ITIL fever.

And production came to a halt.

A one line code change would take days, weeks to implement.

Electronic paperwork, documentation, approval, more approval, scheduling issues, deployment issues, backout issues.

Holy toledo.

The good thing was I got to do all the reporting on the data.  Who was doing what when within the IT department.  Who was bypassing authority, doing unscheduled changes, who was doing the majority of work, who was sloppy in their process, you name it, I reported on it.

And the rumor going around was, if you didn't close your tickets in the allotted time, 3 strikes and it shows up on your review which translates to no raise.

So people were closing the tickets whether the work was completed or not, they didn't want to get dinged.

So a priority one ticket, which meant production was down, you got 4 hours to close the ticket.

Priority two, you had a day, 3, you had 2 days, etc.

With the implementation of ITIL, not only did work slow down, but people felt they were now longer judged by the quality of their work, they were no judged by their paperwork skills.

And they lost the good ole boy relationship with the customer, now all communication took place in the ticket, so it could be documented.

I think ITIL is great, only caveat, don't tie the programmers hands so much they are incapable of completing their jobs in a timely manor.

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