I recently answered this question and then thought it may be worth posting in the blog.

Question: What quality frameworks (ISO, CMMI, ITIL, etc.) have you used in your organization(s), and what pros/cons from each have you found in your experiences?

Answer: There are three key issues that I encounter time after time:

– Faulty belief that a framework (any of these) is a silver bullet for all and any problems. I have seen them applied to correct personality conflicts and dysfunctional leadership. I kid you not!

– Failure to customize. You gotta make it yours to work for you. An IT services organization I know lost customers because third line support found themselves compiling case documentation 80% per cent of their time. Resolved that, but not before some changes at the top.

– Falling in love with your methodology. This is not set-it-and-forget-it deal and you have to test your approach for relevance all the time. Is there a better way to do it? Are our assumptions still valid? A bank I know implemented user account management policies which require faxing (this was in 2008!) of a change form to the support centre. It takes 2-3 weeks to have a user set up. Meanwhile, the business has to put these people to work, so passwords are shared as a matter of standard practice. Formally, they have adopted ITIL. In reality, they are providing poor (if not dangerous to the business) service, having failed to re-evaluate their approach.

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