An ITIL threat: Blogs - Disaster Recovery

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This story was printed from ZDNet Australia.
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An ITIL threat

By Steven Deare,
September 06, 2006
URL: http://www.zdnet.com.au/blogs/disasterrecovery/soa/An-ITIL-threat/0,139033346,339270869,00.htm

Think the Information Technology Infrastructure Library (ITIL) framework is boring? So did one Commonwealth Bank worker, apparently. She doesn't work there anymore.

The Commonwealth Bank's general manager of operations management, John Talbot, gave an interesting anecdote on how seriously the company takes the framework while speaking at the IT Service Management Forum (itSMF) conference last week.

Over the last few years the bank has done a lot to implement ITIL processes and have staff embrace them.

ITIL was not a fad, said Talbot, but something that was here to stay.

Unlike a former service desk manager, who had a fateful conversation with Talbot 18 months into CBA's ITIL journey.

"I was talking to them about incident management," Talbot said.

"I said, 'so how's all the incident management going?'.

"And they said, 'what's incident management? Haven't we got out of that ITIL fad thing? Hasn't it died a natural death?'.

"That was sort of her response," he said.

Talbot, it seems, had a similar swift response.

"I'm sure she's enjoying her career as it stands now," he said.