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ITSM Quotes

By ITIL® from Experience©

"If it would be easy, everyone would be doing it by now!"

"One ITIL® process is like a stone. Only with other stones & mortar it can become a chimney. A process does not make a framework."

"ITIL® becomes pervasive in an org when things that hold the processes in place are there. Like mortar holds brick together."

"The purpose of Best Practice is not to find the perfect solution, the best practice that can be lifted intact from a hotel and put to work in a steel plant. That rarely happens. The purpose of Best Practice is to disturb you with new ideas and insights." Best Practices: Building Your Business with Customer-Focused Solutions by Arthur Andersen, Robert Hiebeler, Thomas B. Kelly and Charles Ketteman. Simon & Shuster 1998, p.28

"Frameworks, best practices and standards are useful only if they are adopted and adapted effectively." COBIT 5 An Introduction, Slide 39

"Ignoring something in ITIL® because you don`t understand it weakens the framework and will cause you trouble later." Denis Matte

"Frames of reference guarantee economy of action so that most of what happens can be sorted within a familiar matrix. That makes things easier. People called upon to act don't need to start from the very beginning with the question: what is actually going on here? In the vast majority of cases, the answers to this question are preprogrammed and accessible, saved in a corpus of cultural orientation and knowledge. Most everyday tasks are taken care of by routines, habits, and certainties, and that saves individual human beings a colossal amount of work." Soldaten by Sönke Neitzel and Harald Welzer, Knopf Borzoi Books, New York, 2012, p. 8

"Looking at the IT function is like having the company look at itself in the mirror: Whatever's wrong with the company will show up in the IT function." Doreen Wright, Campbell's Soup's first CIO as quoted in "Entreprise Architecture as Strategy" Harvard Business Press, 2006

"If the IT department is a mess, it's likely because the business it is trying to support is an even bigger mess." Michael Vizard, "The Trouble with IT Isn't Really IT", ITBusiness Edge, 2010

"Today's problems come from yesterday's solution." Peter Senge, The Fifth Discipline

"Correct application of any new technique or method by itself is hard enough, but applying it in the context of other methods and techniques introduces some twists that need to be managed." White Paper: Implementing ITIL® Using the PMBOK in Four Repeatable Steps Lawrence Cooper, 2006 Global Knowledge Training LLC.

"Only by deploying integrated processes and technology will the next-generation IT service and support organizations maximize operational cost management benefits and customer satisfaction." Michele Hudnall, Meta Group, "Service Desk Integration" March 2003

ITIL® cannot fix a lack of common sense.

Use ITIL® without common sense and you increase complexity and bureaucracy resulting in more challenges and resistance to change. Denis Matte

"We don't have silos..., we have center of expertise..." Anonymous participant to a 2012 itSMF Ottawa Breakfast event who works for the Canadian Department of National Defence.

"Helping an organization mature is like parenting. If you over help or try the help before they are ready, they will not be receptive to change." Denis Matte

"Like a child who first learns to crawl, stand and then walk, maturity is experienced. Organizations need to experience their own growth to mature." Denis Matte

"A Maturity Assessment is an academic and perhaps political exercise that is useless if it does not result in a plan for action."

"To successfully implement ITIL® is to confront human nature and succeed." Denis Matte

"All frameworks have one thing in common: They are not a silver bullet."

"Changing the structure of the organization is not a transformation. It is only the beginning of the transition."

"So ITIL® is based on best practices developed and refined by many people at many businesses in many different sectors. In other words, the problems have been looked at from every angle possible." "The Power of ITIL® and The Problem with Gurus", by IBM, CIO.com July 24, 2014 http://www.cio.com/article/2458042/itil/the-power-of-itil-and-the-problem-with-gurus.html

"The most dangerous phrase in the language is ‘we’ve always done it this way.’" Grace Hopper (1906 – 1992)

"Service excellence requires two-way communication and rapid resolution of questions and problems." Robert S. Kaplan, David P. Norton, Strategy Maps: Converting Intangible Assets into Tangible Outcomes (2004) p. 124

"With regard to excellence, it is not enough to know, but we must try to have and use it." Aristotle

"Repeat after me...ITIL® is a framework of best practices, not a cookbook. I will interpret and adopt it content to fit my situation."

"There is a difference between knowing the path and walking the path." Movie, The Matrix

"The man who tries methods, ignoring principles, is sure to have trouble." Ralph Waldo Emerson


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