Reply to: Why all incident/change management etc. software is crap

[NotAllThere]

You might not be clever enough. But the rest of us are.

Clever enough for what? I can use the software - it's just that it is universally awful. I've never seen a well written (or implemented, if you prefer) problem/incident/change management system.

[BrilloPad]

All the various methodologies and tools have value.

Where it fails is because no intelligence is used to implement it. The 'process' becomes law even when common sense and logic dictate a different approach.

How dare you say that! It was outsourced to Bob Showaddywaddy at plenty expensiveness.

[BrilloPad]

I've just had an epiphany and realised why all incident/change management etc. software is, without exception, utter crap. It simply isn't possible to write decent software for managing ITIL type processes, because the processes and the paradigm themselves are crap.

You might not be clever enough. But the rest of us are.

Interviewing someone the other day.
"What is the difference between an incident and a problem?"
"An incident I understand straight away. A problem I have to think about".

Good answer!

[cojak]

I'm now using MOF 4.0 (with a bit of COBIT 5 thrown in for good measure) as much as ITIL, and ITIL v2 as much as ITIL 2011.

As long as it works for the client, is what they need and is joined up people aren't interested in where it all comes from.

[MrMarkyMark]

The software is usually OK, it's just badly implemented

True +1.

Quality Center is one good example of something not usually set up properly, often this is because "there wasn't time".

Management are then mystified as to why they cannot get any meaningful reporting out of it.
The, very, same management that had made the decision, that we would just do it that way "for now".

[woohoo]

Ah I remember the days when "incident management" was a series of post-it notes on a white board

Post-it notes, luxury!

[SimonMac]

Compared to what went before in most companies ITIL is a massive improvement.

Just remember the headless chicken prioritising and so on. At least we have a framework that makes sense (ish).

Ah I remember the days when "incident management" was a series of post-it notes on a white board

[vetran]

Compared to what went before in most companies ITIL is a massive improvement.

Just remember the headless chicken prioritising and so on. At least we have a framework that makes sense (ish).

[original PM]

All the various methodologies and tools have value.

Where it fails is because no intelligence is used to implement it. The 'process' becomes law even when common sense and logic dictate a different approach.

[Dactylion]

The software is usually OK, it's just badly implemented

To be fair although the tools are sometimes OK there are several that are absolute and total carp but I agree, the implementations often tulipe!

[SimonMac]

That's so true.

Same for the central tenets of ITIL, Prince and any other methodology, they're common sense good practice things, but they're dressed up in so much utter bollocks it's become an industry that obscures its own value.

That's the crux of the matter, ITIL is a framework, it won't fit every scenario in every organisation, people try to "implement ITIL" when they should be picking the ideas that can work in their organisation and then maturing the rest to be brought into line

[vetran]

Yeah, yeah. You're so right, which is why the company I work at is upto 1 Billion turnover and my waistline continues to grow at 40% per year.

Poor workmen and all that.

FTFY

[TykeMerc]

The software is usually OK, it's just badly implemented

That's so true.

Same for the central tenets of ITIL, Prince and any other methodology, they're common sense good practice things, but they're dressed up in so much utter bollocks it's become an industry that obscures its own value.

[SimonMac]

I've just had an epiphany and realised why all incident/change management etc. software is, without exception, utter crap. It simply isn't possible to write decent software for managing ITIL type processes, because the processes and the paradigm themselves are crap.

The software is usually OK, it's just badly implemented

[MarillionFan]

I've just had an epiphany and realised why all incident/change management etc. software is, without exception, utter crap. It simply isn't possible to write decent software for managing ITIL type processes, because the processes and the paradigm themselves are crap.

Yeah, yeah. You're so right, which is why the company I work at is upto 1 Billion turnover and continues to grow at 40% per year.

Poor workmen and all that.