Some time back, someone challenged me to explain how ITIL impacted my workflow.
The diagram is largely inspired by my time working for a Top 5 IT Consultancy which was utterly convinced that more managers and project managers would improve the efficiency of the work performed because we could improve the process. In the end there were twelve project managers plus three manager-managers to schedule the work for just three engineers.
I pointed out that hiring another another engineer would improve work output by 33% but none of the ITIL project managers could understand this. It wasn’t about productivity, the customer, or address the need, the only focus was about hitting the deadlines, planned work hours and budgets.
ITIL is a disease. Kill it with fire.