In a
recent class I heard learners intone that ITIL and ITSM is just an argument
over semantics. For those not familiar with the term, "semantics" is
the study of the use of specific words in a given context. And yes, ITIL and
ITSM are really all about semantics. That is because semantics are important.
How and when we use specific words can change the complete meaning and
intention of our communication. This is important because the words we use in
conversation or written communication reveal our thoughts, beliefs,
assumptions, behavioral patterns and wisdom.
ITIL in
particular is like a language. Different languages approach the idea of
semantics differently. A language like English or the Latin- based languages
have relatively few words that have multiple meanings and can be used in many
different contexts or usages. A language like Greek or some Inuit languages
have a lot of words that have very specific meanings and can and should only be
used in specific contexts or situations. ITIL falls somewhere in between. There
are some words or phrases (control, management, component, etc.) that have
several contexts and meanings. Other words (service, process, function,
resolution, etc.) are much more specific and should only be used in specific
contexts or usages.
An
organization or individual beginning an ITSM journey should learn the
particular semantics associated with delivering IT services. By understanding
the particular context and usage of particular words or phrases a better system
of communication ensues. A better system of communication leads to a reduction
in errors, mistakes and poor decisions.
One
approach to ensuring better and proper usage of terminology is to establish an
enterprise Glossary. This lexicon of terms, definitions and contexts helps to
establish a consistent system of communication. Everyone has access to this
collection of words and can see how and when a particular term should be used.
By using terms consistently and properly, the thoughts and behavior of
individuals and organizations begin to align to the vocabulary.
By
accepting that semantics is important and that ITIL and ITSM rely on proper terminology
used in proper context we can begin to shift our thoughts, actions and feelings
towards greater success for our customers.
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