Forrester’s recent report, The ITIL Dilemma, landed with impact across the IT service management (ITSM) landscape. It questioned whether ITIL — long the backbone of ITSM — is still fit for purpose, highlighting three core challenges:
- Cost vs. value: Certification and programme costs are rising faster than the benefits realised.
- Operational relevance slipping: Especially in agile and digital-first environments.
- Better options emerging: Leaner, adaptive, and experience-focused approaches.
We quoted parts of the report and shared our reflections. The response was immediate — and overwhelming. Practitioners, leaders, and architects from across the industry jumped in. The debate didn’t just surface opinions about ITIL; it revealed where the profession is heading.
ITIL: Still Respected, But Under Pressure
For some, ITIL remains foundational. For others, its limits are clear.
- “Things created long ago for a much different digital world no longer deliver the outcomes organizations are looking for today.”
- “As one of the first ITIL® 4 Masters in Northern Europe, I feel ITIL® can contribute powerfully to value co-creation when used wisely. But many people and organizations fail to use it correctly.”
- “Unfortunately, this is a biased, factually incorrect, misguiding, and surprisingly poorly prepared paper.”
Takeaway: ITIL isn’t “dead,” but its sufficiency is being questioned more loudly than ever.
Humanising IT™: Filling the Experience Gap
What resonated strongly in the comments was recognition of Humanising IT™ as the missing link. While ITIL explains what good practice looks like, Humanising IT™ shows how to make it work for real people.
“Luckily, we have Humanising IT™ to fill that gap — it’s the glue that connects IT to the business.”
“It is amazing to see that Forrester cited Humanising IT™ as an alternative framework.”
“That’s not only why we support Humanising IT™, it’s the reason we developed ISM… an IT organization is as good as it behaves, not how it is designed.”
Takeaway: Humanising IT™ is being validated as a much-needed complement to ITIL, adding the human and experience lens.
So, What Is Humanising IT™?
Humanising IT™ is an experience framework that integrates human-centred design into IT service management. Traditional frameworks like ITIL provide structure, roles, and processes — but often stop short of addressing the human side of technology.
Humanising IT™ adds that missing dimension:
- Personas & Empathy → Seeing services through the eyes of users, not just IT teams.
- Reframing Problems → Shifting from technical fixes to human needs (e.g., not “the printer failed” but “Carmen can’t check in passengers”).
- Designing for Experience → Ensuring IT services are secure and reliable and intuitive, supportive, and usable in real contexts.
👉 In short: ITIL tells you what good practice looks like. Humanising IT™ shows you how to make it work for real people.
From Process to Behaviour and Value
The final theme in the discussion wasn’t about frameworks at all — it was about behaviours and outcomes.
“Creating a successful IT organisation is not a decision, nor a design, it’s a team road trip. For people, by people.”
“Performance is the output of behaviour.”
“HIT provides the glue… the reason IT and the business should work together to create, protect, and deliver continuous and innovative digital business value.”
Takeaway: The conversation is moving beyond process maps and compliance. Culture, behaviour, and value delivery are the true measures of success.
The Bigger Picture
Forrester called it The ITIL Dilemma. The community response shows why: ITIL is still respected, but it no longer stands on its own. The missing ingredient is experience — and that’s what Humanising IT™ brings.
Frameworks matter. But behaviour, culture, and value matter more.
4 Responses
My “limited” discussions with clients, suggest that ITIL is “fine”, however, the changing expectations of individuals and teams within organisations has further highlighted the gap between the operating parts of the business and the enabling technology. User centred design (preferably human centred design) is but part of the process of bringing the two sides of the gap together. Business/ strategists/ Boards see IT as what the techbros give we users and the technical teams are frustrated by the inability of those people to comprehend the potential enablement of new and different strategies and operating models. In their eyes IT is a cost not an organisational capability. The same applies to Boards and cybersecurity. However, as a number of recent incidents of hacking in Australia have shown, the market impact of these breaches can be losses of $200-300 million and you can buy a lot of cyber for that and not sustain the reputational impact. So both sides engaging and learning is immensely valuable.
Humanising IT is brilliant in demonstrating “WHY” we should mutually respect the skills of all parties within an organisation and it demonstrates “HOW” to bridge the strategy gap with a focus upon the people we are seeking to support (both teams and customers) not just technology/ technical issues.
So a long-winded way of saying ITIL is still value but life can be brilliant if you humanise it.
I’ve noticed lately how much ongoing roof maintenance really makes a difference, particularly for houses near the coast. Things like periodic checkups along with catching minor problems early on seem to help a lot when it comes to avoiding costly repairs later on. I always thought roofs were more of a set it and forget it thing, but weather exposure definitely adds up as time goes on. Curious how often others here have their roof looked at and what which signs they keep an eye out for.
https://port-city-exteriors-roofing-blog.jimdosite.com
[url=https://www.livejournal.com/login.bml?returnto=http%3A%2F%2Fwww.livejournal.com%2Fupdate.bml&event=After%20the%20recent%20storm%20came%20through%20the%20area,%20it%20got%20me%20thinking%20about%20how%20often%20homeowners%20don%92t%20realize%20they%20have%20roof%20damage%20until%20much%20later.%20Missing%20shingles,%20small%20leaks,%20or%20flashing%20issues%20can%20be%20easy%20to%20overlook%20at%20first.%20In%20my%20experience,%20checking%20things%20early%20and%20then%20seeking%20a%20professional%20opinion%20helps%20avoid%20insurance%20headaches%20down%20the%20line.%20Anyone%20here%20ever%20deal%20with%20delayed%20storm%20damage%20and%20regret%20not%20addressing%20it%20earlier%3F%20%0D%0A%20%0D%0A%20%0D%0Ahttps%3A%2F%2F6933b57c92070.site123.me%2Fblog%2Froofing-tips-for-homeowners-in-coastal-north-carolina%20%0D%0A%20%0D%0A%5Burl%3Dhttps%3A%2F%2Fhohoeminosato.com%2Fpages%2F3%2Fstep%3Dconfirm%2Fb_id%3D174%2Fr_id%3D1%2Ffid%3D7d3d8da0d7016c0a7744dbb5dabdde6a%5DThings%20people%20talk%20about%5B%2Furl%5D%203faf277%20]Open discussion[/url] 350_033
Another essential reason to modify to solar power could be the cost benefits it provides. Solar panel systems are designed for generating electricity for businesses, reducing or eliminating the need for traditional sources of energy. This might lead to significant savings on energy bills, particularly in areas with a high energy costs. Furthermore, there are numerous government incentives and tax credits accessible to companies that adopt solar technology, which makes it much more cost-effective and affordable.
The technology behind solar power is not at all hard, yet highly effective. Solar panels are made of photovoltaic (PV) cells, which convert sunlight into electricity. This electricity are able to be kept in batteries or fed straight into the electrical grid, with respect to the specific system design. To be able to maximize some great benefits of solar power, you will need to design a custom system this is certainly tailored to your unique energy needs and requirements. This can make sure that you have just the right components set up, such as the appropriate wide range of solar energy panels while the right sort of batteries, to maximize your power efficiency and cost savings.
[url=https://m.facebook.com/matt.dagati.3]Understanding how an power broker represents alongside Matthew D’Agati.[/url]
[url=http://128.1.145.137/thread-68153-1-1.html]The Interplay Between Solar Power and Electric Cars[/url] 70130d4
This is my first post here and I’m happy I found this community. I’ve already picked up a few useful ideas just from looking through existing posts, which really says a lot about the value of the discussions. It’s nice to see people open to share what’s helped them and break things down in a way that’s simple to follow. I’m excited about continuing to learn. I have been studying about this lately.
https://www.tumblr.com/southwestspasaz/803688819972014080/energy-efficient-hot-tubs-saving-money-in-the
[url=https://www.livejournal.com/login.bml?returnto=http%3A%2F%2Fwww.livejournal.com%2Fupdate.bml&subject=New%20here%20and%20happy%20to%20be%20involved.%20I%20appreciate%20the%20amount%20of%20information%20already%20shared%20and%20hope%20to%20contribute%20once%20I%E2%80%99m%20more%20familiar%20with%20things.&event=This%20is%20my%20initial%20message%20here%20and%20I%E2%80%99m%20glad%20I%20found%20this%20site.%20I%E2%80%99ve%20already%20picked%20up%20a%20few%20useful%20ideas%20just%20from%20reading%20existing%20posts,%20which%20honestly%20says%20a%20lot%20about%20the%20value%20of%20the%20discussions.%20It%E2%80%99s%20nice%20to%20see%20people%20open%20to%20share%20what%E2%80%99s%20helped%20them%20and%20explain%20things%20in%20a%20way%20that%E2%80%99s%20simple%20to%20follow.%20I%E2%80%99m%20looking%20forward%20to%20continuing%20to%20follow%20along.%20I%20have%20recently%20been%20reading%20about%20this%20recently.%20%0D%0A%20%0D%0A%20%0D%0A%20%0D%0Ahttps%3A%2F%2Fsouthwestspro.livejournal.com%2F1265.html%20%0D%0A%20%0D%0A%5Burl%3Dhttps%3A%2F%2Fsagalpg.com%2Fpages%2F3%2Fstep%3Dconfirm%2Fb_id%3D7%2Fr_id%3D1%2Ffid%3D219991346eede0c70c306f503d8da779%5DNice%20to%20come%20across%20a%20community%20like%20this.%20It%E2%80%99s%20nice%20to%20see%20a%20place%20where%20people%20actually%20try%20to%20share%20useful%20insights.%5B%2Furl%5D%20e645916%20]New here and happy to be involved. I appreciate the amount of information already shared and hope to contribute once I’m more familiar with things.[/url] 10351_8