ITIL: You Keep Using That Word. I Do Not Think it Means What You Think it Means.
summary
ITIL is not a laundry list of processes but a service-first framework with nine guiding principles and a push toward minimum viable service management; evidence includes over three million certified people and widespread successful adoptions alongside common anti-patterns like CABs becoming delay-causing approval boards, “watermelon” SLAs, and failed CMMI level‑5 quests. Advice is concrete: reorganize around services, align change/config/knowledge practices with DevOps pipelines, iterate small changes, and fund CSI/problem management to close the feedback loop.
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chapters (6)
- 0:00Intro
- 0:33Where we are with IT
- 7:40Services
- 9:30Service Life Cycle
- 10:06Service Management
- 14:12How to Improve
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