Wednesday, 17 November 2010
I've been trying for weeks to write a piece on ITIL that did not sounded vindictive or bitter. I really wanted to be fair on ITIL, or to be more precise, I'm all in favor of having some kind of change control and IT management in place.
But having to go through the ITIL recommended change management processes a couple of times has revealed me the true costs and overhead of ITIL. I'm currently immersed in an organization that drunk the ITIL kool aid a few years ago. And so far, my experience with the ITIL implementation is very, very negative.
A couple of stellar examples of this are the Change Approval Board (CAB) and the Technical Approval board (TAB). According to ITIL, these boards should review and approve every change made on production environments. In theory they are composed of the people with the most extensive technology and business knowledge. This is because they are the last line of defence before anyone can touch live systems and wreak havoc.
So far, theory is good. This small but selected team of individuals can detect and sort out incompatible changes, and block them if they step into critical business periods, even deny them completely if they don't fit with the technology standards. To make things more convenient for everybody, and unless there is an emergency, the team meets on a weekly basis. Otherwise, they would be unable to do any other work than review and approve changes.
Let's try to determine the composition of this CAB and TAB teams. For a big organization, you'll have attending CAB and TAB meetings someone with knowledge of the ERP system, right? Oh, yes, and put in some networking guys. And some storage people. With luck, your organization has also a CRM application, so add one to the mix. And is far too common, especially in big multinationals, to have their own localized versions of ERP and CRM packages. Well, also you probably have some customer facing web sites, do you? Another one to add. Done? Not yet, then there is the desktop support people and the security and incident response teams probably have something to say about changes. And don't forget the server maintenance team. Ooops, sorry, if your CRM and ERP have a database component, let's add one DBA to the mix, possibly one for each database flavor.
Done? Wait, are there systems related to production facilities? Add one more. And so on. The point is: in complex and big organizations, the technology environment is complex and the knowledge is fragmented across many different teams. Each and everyone of them needs to be represented in CAB and TAB meetings.
I see a few problems emerging from all this:
One, while the size of the team is by itself something to worry, that's nothing compared with the different degrees of connection between them. The networking team usually do not talk very much with the ERP team, while the DBA team is very close to the storage team but almost completely ignorant of what the networking team does. And so on. For something so focused on productivity as ITIL, it is surprising that they dictate allocating a lot of valuable time from valuable people just to approve changes. More so when a fair amount of those changes are tangentially, if at all, interesting for them. Seriously, if the networking guy wants to add a firewall rule, do you really think the ERP guy is going to stop him and ask if he's using the right subnet mask?
Second, these approvals are holding off changes to a weekly cycle. Rare is the project or change that can be executed ahead of schedule, but if that happens, forget about applying your changes earlier than planned unless you've managed to save a whole week of time and can catch up the prior approval meeting.
Third, the cost of validating the change could be very well higher than the cost impact of the change going wrong. ITIL is full of "everything has to be managed" in the name of being able to find efficiencies, but little is said of the cost of this management.
Clearly ITIL does not see those things as problems. And reading around ITIL, I think I've found why. Picture this, when you last saw a small group of highly skilled individuals that could have visibility and knowledge of a big production environment, whose cost was already sunk in other activities and working in organizations with long, long, change cycles?
The mainframe world, of course. ITIL was created for the mainframe shops, and it is likely to be a much better fit for those environments.
For the rest of today's world, CAB and TAB are a waste of time. Any half baked web based workflow management system can do better, and provide the same level of change control. Plus, it allows the DBA guy to skim over the network changes, and the network guy to just surface scan the ERP module changes. The problem? It would not be ITIL. The consecuences of that are the subject of another post, probably.
But I don't have time to write that post, I need to attend a CAB meeting now....