[Infrastructures] RE: ITIL? (Rainer.Heilke@atcoitek.com)

[Tarjei.Jensen@akerkvaerner.com]

"Rainer.Heilke@atcoitek.com" Wrote:
> Sorry, can't agree there. If your corporate culture is such
> that some/many teams won't do it, ITIL won't go anywhere.

If you don't want to change. You won't change.

> True for the most part, except that you MUST take the time to
> document. That is vital, and without it, you aren't doing
> ITIL. This is a real investment in time.

Documentation means that you are saving time. The main problem is that
managers let their minions avoid documentation. Documentation IS a
question of priority.

Yeah, right; you are too busy. I know as well as you do that writing
documentation is boring and therefore is put neatly at the bottom of the
to-do list.

> Yes and no. Some people hate going through the proper
> processes, and pushing them to do so makes them very angry.
> They don't understand why they should, and "are far to busy"
> to listen to an explanation. They just want what they need,
> and want it to get done now.

Been there done that. The problem is lack of leadership. A will to
change in the IT organisation fixes these problems.

> It is often exactly this that people will resist the most.
> "I'll just call Rainer. He fixed it the last time."

"what is the ticket id?" is a valid answer.

Greetings,

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