The effectiveness issues / challenges of ITIL / ITSM associated with how different organizations interpret / implement the ITIL / ITSM framework are often the result of business performance / value measures required (or not defined) by Enterprise Governance policy to manage risks and achieve business outcomes, financial performance, regulatory / security compliance objectives.
These Enterprise Governance requirements define, among other things, the IT Governance (ITIL / ITSM) process and IT service performance targets for IT management. Ideally, IT Governance (ITIL / ITSM) is a subset of Enterprise Governance and provides business executives with a business view of the measurements of IT process / service performance against business objectives and the ability to dynamically adjust investments in IT services / processes to achieve corporate objectives as business needs change.
Each organization is different and has its own Enterprise Governance policies, requirements and capabilities. Each organization will have there own industry / regulatory requirements and tolerance for risk with varying levels of process automation / decision authority capabilities that outline / enable process workflows including those of IT in Change Management for “if” / “when” an RFC is needed and the “type”, “priority” and “approval authority level” required.
If the enterprise is a hospital or airline for example, Enterprise Governance will have different regulatory, security and risk management requirements than (let’s say) an on-line magazine. These Enterprise Governance requirements define “what” the IT Governance (ITIL / ITSM) process / service performance targets should be, not “how” they are accomplished. How they are accomplished is up to IT management to execute.
What seems to be wide spread is a Governance vacuum… no Enterprise Governance oversight of IT Governance (ITIL / ITSM). The result is that all too often, ITIL / ITSM is misinterpreted and applied as a limited set of IT service delivery processes and not as an IT Governance practice within Enterprise Governance as intended; responsible for setting the IT process and service performance targets to achieve enterprise governance policy objectives.
If IT Governance (ITIL / ITSM ) is not present, not directly linked to, or part of, Enterprise Governance then IT Management will naturally default to a “home grown”, isolated interpretation / implementation of a limited set of self-serving IT Governance (ITIL / ITSM) delivery specific processes and measures to simply deliver IT services, with little to no performance measures linked to Enterprise Governance objectives.
What would be the performance targets of ITIL / ITSM processes and IT services If you didn’t have Enterprise Governance objectives and targets?
Without a link between Enterprise Governance and IT Governance (ITIL / ITSM), Business executives would not know the true value and performance of IT investment and what IT services and measures directly contribute to business objectives or what measures have value for them to make better / quicker decisions.