One of the core objectives of ‘ITIL Refresh’ project undertaken by OGC was to: Improve consistency in the structure and navigation of the framework as well as quality of authorship.

With due respect and credit to the mammoth work undertaken and executed effectively and efficiently by the authors, it is really amazing to see the amount of inconsistencies as well as plain mistakes that gone through the holes in reviewing/editing.

The importance of the issue I mentioned above will be demonstrated by the numerous pages in Official Change controland issue logging system from OGC.

Some of the issues logged there are very silly (and hence can be ignored); however, most of them are genuine – and I am surprised to see many of the clear mistakes/inconsistencies remain as “Open” issues there!

Here are some sample issues logged there (reproduced here with due credit to the people logged the issues originally):

  • Issue/change ref 222:

Table 5.3 on p166 (of Service Transition Book) breaks a cardinal rule of a RACI matrix, that only one person/role can be Accountable for any activity.

The table in question here is a sample RACI matrix for managing change. And it has mulitple A (Accountability) for each and every row!!!

  • Issue/change ref:38

In ITSCM, fig 4.24 gives the impression of having the least likely risks shown as ‘most likely’.

The figure shows a sample risk profile. But as the issue pointed out, it seems there is a mistake:

Threats like explosion, theft etc are shown as most likely ; where as those like ‘power failure, data corruption etc are shown least likely(in terms of likelihood of occurrence)

There are also mistakes like re-using V2 terminologies in place of the new V3 terminologies ( for example, CAB/EC still appearing in multiple places where as V3 has rechristened it as ECAB; and FSC ,which has been renamed as CS , appearing in some places)

Some of them are being corrected in reprint (!!!!) – I am not sure what will happen to the unfortunate early birds who jumped in and bought the first edition of the publications – like us!