Is there such a thing as an ITIL compliant service desk application…helpdesk software even?

Nope.

Back in the day, ITIL was referred to as a library (the “L”). You cannot be compliant to a library. These days, ITIL is a stand-alone name given to the framework of service-management related ideas and concepts. Either way, there is no compliance to it.

ITIL describes a process, or a value chain only. It doesn’t tell you how you must implement it.

“Descriptive, not prescriptive” is the catch-phrase savvy ITIL personnel use. It’s another way of saying “It’s up to you how you implement this stuff…”

But wait a sec….isnt’ there a bunch of ITSM vendors out there that are saying their software is “ITIL Compliant”? Yes, there are…and it’s pure marketing bluff, most likely intended to entice would-be prospects into thinking that somehow using their solution will suddenly make your organization an ITIL super-charged service hub.

The issue is however, that there is no software that is ITIL compliant, and there never will be.

“Blues” compliant guitars

Here’s an analogy that might make sense (to some)

I love playing music. Loud electric blues guitar specifically…

Blues music is often characterized by its unique structure known as the 12-bar blues. This fundamental framework provides the basis for countless blues songs, with each bar typically lasting four beats. The chord structure typically follows a I, IV, V progression, with a “turnaround” sequence that resolves back to the beginning of the progression to start all over again. Solos are often constructed using a five note pentatonic scale with a “blue” note thrown in for a bit of colour.

There’s the Blues “library”.

So when I play the blues, am I “blues compliant”?

I refer to the theory and the vast library of blues players before me, but my implementation/alignment with the blues is very much an individual expression of the “theory/library”, and my effectiveness of it is questionable.

The “tool” I use to implement this “library” is a guitar".

Do you think you could walk into a guitar shop and ask for a “blues-compliant guitar”. They might look at you a bit funny…

ITIL compliant software exists no more than a blues-compliant guitar exists.

And if such a guitar did exist……Jimi would’ve smashed that too!

To extend the metaphor a little further, Jimi could play the blues like no other (Red House), but more than anyone else, he is known to have taken the blues “library” and absolutely created his own voice and interpretation of it.

I recently saw a comment that said…

“Best practice = no innovation”.

Imagine if Jimi stuck to the 12 bar blues, with a clean strat tone plugged straight into a Fender Dual Showman.

No way!

He went wild, found new sounds, destroyed Marshall amps, invented new stompboxes and drove the whole industry (and music lovers) nuts. Guitar playing and music have never been the same since.

Jimi tipped his hat to the players before him and the blues method, and then took it to another level.

Best practice = mediocre!?

ITIL is a so-called best practice.

Just be careful that if you find yourself somehow “compliant” to it, you just might go down in history as the most boring, non-innovative, middle-of-the road service manager that no-one will ever know about.

Be a Service Desk Jimi and rock on service desk managers!

Adapted from and article that was originally published on the previous HelpMaster blog site in December 2011