Value
What seems to be missing in a lot of these posts is that one important thing we are trying to maintain is service availability and therefore value of services to our customers through Change mgmt, by wrapping process and control around operational (in this case) activity. In the past techs rebooted at will. As a result the perception of the service was low, and so therefore was the value of the service. Never mind that in those cases if a recurring problem existed it could not be identified or analysed as it wasnt tracked. Wind the clock forward and IT now has to demonstrate its ROI to the business, ITIL offers suggestions to justify the value that IT does actually offer the business, indeed the framework offers a way to show that increased value is possible. But it is only a framework so we adapt it to suit our needs, the important thing is we continually monitor our processes to see where improvement can be made, and therefore increase the value we offer.
