This year I’ve been teaching many ITIL Foundation certification classes. You’ve heard that “the teacher learns more than the student” and I agree with that. There’s something about standing in front of a room full of very smart, skeptical people, that keeps you on your toes.

So here are some common mistakes I see when people talk and think about ITIL:

1 - Not being explicit, with $ dollars attached, when defining “why are we doing this” and “how will we know it’s working” In ITIL terminology, you need to build your KGI’s and KPI’s to metric based against these questions.

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We’re kicking on a large ITIL / ITSM maturity improvement project for a new project next week (Hi Chris!), so one of the many many things to prepare is a “current state” map of the client’s various processes.

Incident Management was fairly straightforward; every organization has a slightly different way of handling Incidents but they tend to follow a general pattern. Problem Management, as a formal discipline, tends to be reactive and not well-defined, so there wasn’t much to that process either.

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