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How does ITIL enable outsourcing?

• jjoonathan 11y ago
  My guess: by diverting attention from the fact that they are hiring an outsourcing firm. "We chose an ITIL-compliant contractor" sounds a lot better than "we chose the lowest bidder," doesn't it?
• gaius 11y ago
  It's about packaging your IT operation so it's a "black box", certain workflows go in, certain changes come out. All your users see is a ticket, they don't know where it's being routed to, could be the next floor, could be Bangalore. The problem is you know your IT department is doing jobs A, B and C because that's what you're paying them for. You don't see them doing jobs D-Z which they just get on with because they need doing, or because they have informal relationships with end users that don't show up on the formal org chart. Then when you want your "trusted outsourcing partner" to do them too, they smile and say well that's not in our contract for A, B, C, so will be charged at our bespoke rate, and at that point you're fucked, because you've gotten rid of your own people and are now utterly reliant on them. See: every IT project ever attempted by the UK govt.