The Semantics of ITIL and ITSM

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.

Comments

Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

What is the difference between Process Owner, Process Manager and Process Practitioner?

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...

Search