ITIL® & Consumerization: what next?

In my first blogtext I wrote about ITIL® and Consumerization in general, and a friend of mine asked me to be a bit more specific and tell how exactly ITIL could take consumerization into account in the future.

While my crystal ball is currently under repair, I’m afraid I can’t make exact definitions. But I’d like to discuss about the matter anyway.

Consumer power

Most of people would probably share the opinion, that nowadays consumers have more power than ever before. Just think about the reactions from consumers regarding issues like manufacturing products by using child labor or sweatshops etc. and the companies that have had to face the accusations for those issues, i.e. Wal-Mart .

You might ask, what on Earth does ITIL have to do with this stuff?

Good question. The answer is: pretty much nothing, yet.

But than might be changing; regarding business implications “The primary impact of consumerization is that it is forcing businesses, especially large enterprises, to rethink the way they procure and manage IT equipment and services.” For more information, Click here.

B2B: Yes! B2C: ??

In ITIL there are a lot of processes, from Event Management to Problem Management and Financial Management to Supplier Management. There is also Business Relationship Management. But all the processes are more or less ideal for B2B purposes, not B2C. B2C business model is currently close to non-existent in ITIL.

B2C business model is currently close to non-existent in ITIL.

In other words, End Customer Management or Consumer Management processes don’t exist. Just for an example: Let’s say somebody just blew a major shit storm in a social media with faulty accusations causing bad publicity on you and your organization? Of course you might call your lawyer and sue the party in charge. But the damage is already done! After a few years fighting in a court of law, it’s hard to find an average consumer who still recalls the case in detail. Instead, the overall feeling (“there must’ve been something wrong with this company”) is what rules in people’s mind.

 

So how about introducing Publicity Management in ITIL? (I don’t know if that’s even possible to do in a real world, but one might give it a try and perhaps manage to minimise the damage.) My point is, that at this very moment ITIL lacks the very basic processes to take the consumers and their influence (good or bad) into account. That’s odd, because companies using ITIL are facing the need for that: “large enterprises have become increasingly dependent upon consumerized services as search, mapping, and social media”. Link: Wikipedia

My point is, that at this very moment ITIL lacks the very basic processes to take the consumers and their influence (good or bad) into account.

Summary

So, to summarize and clarify: in my opinion, ITIL still has the best guidelines and practices, and it is the best framework on how to organize things on a factory level. But there are lot of signs that consumerization is indeed an emerging megatrend and thus to keep up with everchanging world around us, ITIL needs to start pay far more attention to the end users and consumers. The way to pay more attention might be introducing new processes (Consumer Management, Publicity Management, B2C Management etc).

If that doesn’t happen, at some point there will be a new <name-it-like-you-wish>ism that does it.

 

 

ITIL® is a Registered Trade Mark of AXELOS Limited.

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