BYOD and ITSM27/08/11

There is a four-letter acronym that is sending CIO’s running scared – BYOD.

What does this mean for the other 4-letter acronym – ITSM?

Bring Your Own Device (BYOD) or Bring Your Own Computing (BYOC) is being embraced by some organisations and making others break out in a cold sweat. BYOD is here now and is not going to go away – in fact it is already happening – and therefore organisations need to prepare for, and manage the situation.

This paper discusses what this means for IT Service Management (ITSM). Read it here BYOD and ITSM.

5 Responses to “BYOD and ITSM”

  1. [...] BYOD the new 4-Letter Word. Read it here. [...]

  2. [...] Karen’s highlight was feedback on her Bring Your Own Device (BYOD) article published in At Your Service. http://macanta.com.au/2011/08/byod-and-itsm/ [...]

  3. [...] Karen’s artcle on BYOD and the impact on ITSM. Read it here. [...]

  4. Briceli says:

    There is no real paradox to ITIL. It is only that first, ITIL is metekrad as being the definitive way of delivering something that alone and unadjusted, it simply cannot; and second, our acceptance of that hyperbole. This is no more paradoxical than the claim This diet will make you thin . The apparent paradox comes not from the proclamation, but from our misplaced faith in it. Remove from the article the conjecture that We need ITIL more than ever and the paradox evaporates and what we’re left with is the problem to solve.It’s true we need ***something***, to help organise how we deal with the new challenges of BYOD, CloudSourcing, the backwards shift from Email to 1980 s-style bulletin boards like Twitter and so on. But that’s not special. We’ve always needed to deal with the New New Thing. But with only three updates to its core philosophy in twenty-five years, ITIL is never going to keep up with the New. The impediment here is that ITIL appears to be definitive it is the god of IT services management, after all so our religion causes us to expect that god to deal with anything business may throw up. But this world of the empowered user of social media, pocket computing and the cloud is a million miles away from the roots and authors of ITIL, still stuck in the anachronistic and elitist mindset of corporate, centralised IT, big company, big staff.Hence the observed outcome of James West’s noted paradox given ITIL’s underprovision against need, practicality took over. Companies began by picking and choosing from ITIL. Then as the world changed, they found there was ever less relevant material to pick so lately, they are reduced to doing for themselves. They will continue to do that until something new comes along that encapsulates the present, the way that back at the turn of the century, the Service Desk encapsulated the fad for call centres. It seemed a good idea at the time but hey nobody listens to the Spice Girls anymore. The world has moved on, and old ways of meeting old needs and fashions are unlikely to present new solutions.I’m sure a more appropriate way of doing things will emerge eventually such is our heritage and history but in the meantime, I foresee more of this DIY IT(SM).

  5. Karen says:


    Thanks for commenting on the blog. I don’t believe that ITIL is the definitive way of doing service management and I don’t know anyone who has stated that. It is one of many frameworks that organisations can pick and choose from including ISO/IEC 20000, COBIT5, USMBOK etc.

    You are right in that ITIL as a set of publications will never be current. No text book can be. By the time a book gets published which can take anywhere between 12 – 24 months (and a lot longer for the ITIL publications due to the need to architect and project management multiple books) the industry has moved on and things have changed. That’s why we also need to look outside ITIL and the other frameworks and understand what the industry is doing, what the emerging technologies are etc.

    ITIL has also stated that it is only a framework and not prescriptive and that organisations needs to pick what they need from it (if anything) and adopt and adapt it to meet their own individual needs and the business imperatives that should be driving service management. This should apply to the use of any framework.

    The most relevant information is being discussed and shared in forums like the Facebook ‘BACK2ITSM’ group. This is where we keep service management current.


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