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Best Practice is one of those terms whose meaning gets gradually eroded by
constant misuse, especially by vendors, analysts and consultants. The
phrase gains currency and pretty soon everyone has it. By now, “best
practice” has been so abused it only means “we wrote down a way of doing
it”, but ITIL is two decades old so let us assume that when ITIL was first
created they really meant Best Practice.
OGC defines Best Practice as “A proven Activity or Process that has been
successfully used by multiple Organisations. ITIL is an example of Best
Practice.” This strikes the IT Skeptic as evasive: what has this to do with
“best”? The itSMF defines Best Practice as “an industry accepted way of
doing something, that works” and “the best identified approach to a situation
based upon observation from effective organisations in similar business
circumstances”. This is better: at least there is some element of relative
merit to their second definition. Wikipedia (the Skeptic’s favourite source of
the zeitgeist) defines Best Practice as “a management idea which asserts that
there is a technique, method, process, activity, incentive or reward that is
more effective at delivering a particular outcome than any other technique,
method, process, etc.” Yes, that is what “best” means, isn’t it? “More …
than any other …” [By the way, Encyclopaedia Britannica is still thrashing
around in the last century somewhere and hasn’t had a go at defining it yet].
Calling something “Best Practice” is (or was) a brave statement. It led with
the chin. “This is superlative. There is no better way of doing it.” So why is
OGC’s definition nowadays so wimpy? Because ITIL isn’t Best Practice. It is
Good Practice. It is Generally Accepted Practice. But it isn’t Best.
It is fair to ask at this point whether it even matters if ITIL is Best or not.
Any standard is a good thing. ITIL has brought benefits to the industry by
getting people talking in common agreed terms [so don’t let any vendor mess
with them]. It helps new employees get up to speed quicker. It helps
auditors, trainers, contractors and suppliers understand the business. It
reduces ambiguities and disputes in service provider contracts.
In fact ITIL could be Awful Practice and it still would have yielded benefits
just from getting people to think about their own processes and rework them.
For many organisations, it is the first time they have ever formally considered
their processes at all. The IT Skeptic contends that many of the benefits
attributed to ITIL would have been delivered if Astrology had been used as
the process framework instead.
So perhaps the fact it is not Best is not so important. What does matter is
that we are calling it Best Practice when it isn’t. More than merely annoying,
this misuse of the term endangers Service Management projects.
Firstly, it sets expectations with any literal-minded executive that the project
will yield best-possible results, that the resulting IT department will be
unbeatably competitive.
Finally, calling it Best Practice verges on being pompous and arrogant. Some
people will be alienated and turn away from a set of practice that is really
quite good, and deserving of their attention.
There is far too much misuse of terms in our industry. This is as good a
place as any to call a halt. So the next time someone is prattling on about
Best Practice in general, or ITIL as Best Practice in particular, ask them how
they know it is best, who says so, and by what frame of reference. When
you talk about ITIL, call it Good Practice or Generally Accepted Practice: call
it what it is.
The IT Skeptic is an ITIL professional and active itSMF member who, for
obvious reasons, prefers to remain anonymous. More thoughts from the IT
Skeptic can be found at www.itskeptic.org. The IT Skeptic can be contacted
at skeptic@itskeptic.org