One of our biggest challenges in service management is explaining what it is and why it’s useful. The ITIL definition is dry and completely unsellable.
A set of specialised organisational capabilities for providing value to customers in the form of services.
It’s a problem ITIL has more broadly—it’s dry and bureaucratic in its worst form. It’s the nature of most best practice guidance, though, so don’t blame ITIL.
A recent thread on my Facebook wall prompted James Finister to challenge us to Seussify ITIL. Perhaps he thought it couldn’t be done, but Phil Green stepped up and posted a response. Following on nicely from my Return of Service post, here’s Phil’s representation of the definition of service, Dr Seuss style.
An outcome to achieve is what I desire,
Today, tomorrow, is what I require,
Will you help me achieve the outcome I require?
Can you, could you, should you be my provider?
I’ll help you achieve the outcomes you require
I can, I will, exceed your desires,
I’ll facilitate the outcomes you wish to require,
I’ll be your Type III service provider.
But what about specific costs and risks?
I don’t understand, my thoughts they whisk,
I don’t want to manage those costs and risks,
My service needs provided in a way that’s brisk.
Specific costs and risks, I’ll own them all,
I’ll own them all whether large or small,
I’ll own them today, I’ll own them tomorrow,
Providing service so great you’ll get no sorrow.
You’ll facilitate the outcomes I wish to achieve?
With service so consistent in you I’ll believe,
And you’ll own the specific costs and risks?
Let us draft up the contract and save it to disk.
And so, I challenge you: can you Seussify an ITIL concept?