Who is James West ayawny!The comments show a fundamental misunderstanding of what ITIL and Version 3 is about.I can only suggest that the writer educates himself as he is certainly no authority.

James isn't the key point still that in many cases IT doesn't, know what the business 'needs' so decisions are reached based on what they think the business wants (often incorrectly defined by the business) aligned to what can be delivered quickest (or using available budget) by IT . In many cases today Cloud based solutions can deliver improvements, quickly and cost effectively but this then becomes a supplier management and training, rather than an IT, project which in many cases is a challenge to IT rather than a solution from IT.

I've just come across this article and am in two minds about it. While I agree that some service providers / consultants do implement frameworks in isolation from the business, that is a harsh way of putting it.

If the customer is paying for your time to implement a framework to either address issues, provide governance, use up end of year budget or a host of other reasons, then they will only want what they have the budget for. We can advise that the work should involve the business, be part of a bigger picture or countless other things, but if IT have a need, or have only received buy-in from steering committee (if they have one) then you are only going to be allowed to deliver certain elements.

I think all service providers of any ilk would love to be able to sit with the customer and deliver a complete end-to-end improvement, but you can only deliver what the customer wants or needs. On top of that, they and the business do not want a behemoth of a project rolling through the company delivering "improvements" unless it is fully justified and acknowledged.

Am I wrong?