ITIL vs Scrum: Which Framework Fits Your Needs?

From my years of working with organizations, both small and large, a deciding factor behind the success or failure of many initiatives is the frameworks that organizations opt for. The ITIL vs Scrum debate is not purely theoretical; it has practical implications on how effectively a team can deliver value.

Both frameworks have devoted followers and critics. In my experience, the choice of framework does not hinge on success as much as on the organization's distinct challenges and how the framework addresses those challenges. Let's explore ITIL and Scrum in detail, compare them, and discuss how to make the right choice for your needs.

ITIL, or Information Technology Infrastructure Library, has undergone great changes since it was developed in the 1980s by the UK government's Central Computer and Telecommunication Agency. ITIL started off as a set of books detailing best practices in providing IT services. It is now an internationally accepted framework for the provision of IT services which is integrated to meet business requirements.

ITIL 4, released in 2019, was a remarkable leap from the past due to its shift from processes to a more holistic approach. At its core, ITIL has always been about service value, meaning granularity is involved in every service delivery component in terms of achieving business goals. The framework is based on Service Value System (SVS) which includes:

• Guiding Principles: These are seven (Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, Optimize and automate) pillars considered to be the backbone of effective service management decisions.
• Governance: The manner in which an entity is directed and controlled.
• Service Value Chain: The primary operating model for service creation, delivery, and constant improvement.
• Practices: 34 sets of organizational resources intended for achieving a certain set of goals.
• Continual Improvement: An ongoing organizational activity at all levels.

In particular, ITIL provides a framework for creating a reliable and manageable IT infrastructure, making it possible to control changes so that disruptions are limited. A telecommunications business I consulted for drastically improved customer satisfaction scores after implementing ITIL's change management practices, cutting service outages by 63% over the year.
 

It is prudent to analyze the difference between Scrum and ITIL from different perspectives and choose the most accurate one.

This comparison captures the essence of the difference between ITIL and Scrum in terms of the approaches taken and their application, aiding in determining which framework is suitable for the organizational needs.

When discussing ITIL versus Scrum, these five differences which determine how organizations function are usually the focus of discussion:

1. Philosophy and Mindset

ITIL adopts a service-centric view where everything revolves around the creation and delivery of IT services that are stable enough to support business requirements. IT is all about predictability, consistency, risk mitigation, and control. "Keeping the lights on" is what IT practitioners fondly refer to as their essential service delivery function.

In contrast, Scrum is based on an empirical model of product development and assumes that uncertainty exists and is controlled for through short feedback cycles. Adaptability and speed accompanied with learning is more of a value than documentation or perfect planning, delivery of a working product is prioritized.

2. Scope and Application

ITIL is designed to cater for an entire enterprise, provides IT service management guidance from strategy development through to operations. It is meant to scale around large, complex organizations with intricate service portfolios and numerous stakeholders.

In Scrum, the focus is confined to product development activities executed at the team level. Large companies often struggle with this model as Scrum is more proficient at assisting small teams in product delivery as opposed to servicing large organizations. Scrum is more effectively utilized when combined with SAFe or LeSS.

3. Implementation Complexity

Implementing ITIL in an organization requires the kind of commitment comparable to mobilizing organizational resources. The common practice is that companies take 1 to 3 years embedding the processes and configuration and training defined by ITIL, and undergo training and tool configuration, setting up processes and a myriad of other tasks. ITIL is not the kind of thing one does overnight, as the journey towards transformation is long, according to the CIO of one my clients.

Scrum can be adopted at once with the minimal training needed by one team. While it can take a long time to master Scrum, in a matter of some weeks to a few months, one can experience benefits unparalleled as compared to years of waiting.

4. Organizational Impact

The implementation of ITIL practices often strengthens the already present hierarchy within an organization, greatly along formalized processes, definition of roles, and documented policies and standard operating procedures. It enforces standardization of service delivery which cuts across teams, divisions, and even departments.

By its very nature, Scrum derails greatly from traditional approaches to management that are rooted in profound vertical control. It doesn't just loosen control; management is redefined. It is self-control and team-centric decision making at its best, and that does call for radical changes in culture to embrace trust, transparency, and failure sensitive environments divergent to traditional command and control forces.

5. Management of Changes

Change is perhaps the most distinctive difference between Scrum and ITIL:

ITIL takes a more formal radial approach to change with its CABs, risk assessment, and approval workflows. Revision of service remains the primary focus in addition to enhanced stability and service risk mitigation.

Scrum builds change accommodation into the process directly. Product Backlogs are anticipated to further, and teams adjust their work priorities every Sprint to reflect new information, reinforcing change as the expected mode rather than the reserve.

A cybersecurity firm I consulted for found this difference particularly challenging within a blended approach. Their ITIL-trained operations saw constant change from Scrum development teams as reckless while developers perceived the change management system as a bureaucratic blocker. Resolving this cultural divide took a lot of conversation and explanation to get to the values underlying each approach.
 

Considering the discussion around choosing which better serves an organization, ITIL or Scrum, the answer always depends on your specific context. In most of the following scenarios, ITIL shines:

Organizational Contexts Where ITIL Shines

• Regulated Industries: Banking, healthcare, and utility services turn out to be the most scrutinized in terms of compliance with legal regulations. In these environments, ITIL shines the most due to its complete documentation and governance.
• Service-Oriented Operations: ITIL's service lifecycle approach is beneficial for organizations whose focus is on the maintenance of consistent services rather than on the development of new products.
• Large Enterprise Environments: The sophisticated organizational structures with numerous dependencies between teams and systems require the coordination mechanisms provided by ITIL.
• Stability Critical Operations: When service interruptions have dire consequences—financially, in terms of safety, or reputationally—an ITIL service model's protective stance on change control becomes an advantage.
• Systematic Learning: In a world where global challenges necessitate integrating intuitive and analytical reasoning, secondly systematically approachable practical thinking remains clouded by established institutional understanding.

Common ITIL Implementation Pitfalls

• Over-Implementation: Change fatigue due to attempting to implement all 34 practices at once.
• A Process for the Sake of a Process: Overemphasis on compliance over value creation sculpted silos.
• Expectation of Automatic ITIL Practices: Defined with a new ITSM tool presumed to bring ITIL practices effortlessly.

Culturally Transformative Enduring Sponsorship: Lack of transforming leadership support sustain required lasting engagement undergo organizational culture change.

Scrum provides distinct benefits in specific organizational settings when considering the ITIL vs. Agile Scrum comparison:

Environments Where Scrum Thrives

• Product Development Driven by Innovation: Firms operating in unpredictable or rapidly changing markets for new products need the flexibility offered by Scrum.
• Software-Centric Work: Primary focus and engagement on software development places a team directly in the realm of Scrum.
• Growth and Startup Companies: Evolving business models using limited legacy systems helps organizations deploy the lightweight structure of Scrum.
• Customer-Facing Digital Experiences: Shines where Scrum is iterative and feedback-based user's frequent changes and ongoing optimization of work.

Typical Implementation Challenges with Scrum

• Superficial Adoption: Exercises in Scrum without dealing with the Agile values.
• Attention Deficit: Adopts supporting engineering practices such as automated system tests but fails to implement other necessary practices.
• Failure to Exercise Effective Product Ownership: Product Owners are not available or do not set appropriate priorities.
• Middle Management Complacence: Succumbing to the conservative diehards of self organizing team dynamics.

The balance between operational stability and needing to develop agility makes the question of ITIL and Scrum integration increasingly relevant. Instead of perceiving both as contradictory frameworks, pioneering organizations are strategically uniting them.

Complementary Aspects of Both Frameworks

The consideration of ITIL and Scrum working together poses scope for several aspects of natural integration.

• Service strategy practices of ITIL can inform the development of product vision and roadmap in Scrum.
• ITIL incident management can safeguard Sprint work when there are production issues with well defined clear escalation routes to unblocked workflows.
• Change and Enhancement as Continual Improvement spans across both frameworks, adaptation or learning is executed at different pace or scale, but still remains.
• Service Design and Definition of Done: ITIL service design considerations are integrated into Scrum's Definition of Done, assuring operational requirements are fulfilled.

Practical Integration Approaches

In my practice of helping organizations through framework integration, these strategies are the most effective:

• Domain-Specific Application: Apply Scrum to product development and ITIL to service operations, maintaining clear working boundaries.
• Lightweight ITIL: Adopt only those ITIL practices that integrate seamlessly with Scrum, avoiding implementation of the entire framework.
• Agile Service Management: Modify ITIL practices to function in shorter cycles that align with Scrum rhythms.
• Bi-Modal IT: Distinguish functions governed by Mode 1 (ITIL and stability-focused) and Mode 2 (agile and Scrum governed), enabling collaboration.

Common Integration Challenges

Organizations integrating ITIL and Scrum face typical challenges like these:

• Cultural Clash: ITIL's stability paradigm clashes with Scrum's change-embracing principles, creating fundamentally diverging values and vocabulary.
• Misaligned Cadences: ITIL's longer approval processes struggle to align with Scrum's speedy iterations, creating coordination challenges.
• Tool Fragmentation: Using different tools within ITIL and Scrum creates information silos.
• Governance Conflicts: Clarity is needed in role definition to decide governance structure between self-organizing Scrum teams and ITIL process owners.

Upon analyzing ITIL vs Scrum in the context of job roles and frameworks, the following conclusions can be drawn:

• There is No "Better" Framework: ITIL and Scrum are context-specific and depend on the organizational situation, problems, and objectives. The answer to "Is ITIL better than Scrum or vice versa?" does not exist in the broadest sense.
• Complementary, Not Competitive: Both frameworks can peacefully coexist when their areas of scope, boundaries, and interfaces are defined, since they respond to different organizational needs.
• Evolution Not Revolution: There are no 'big bang' transformational implementations, but those that succeed typically evolve gradually over time.
• Culture Over Process: The cultural and mindset shifts mandated by either framework are often more difficult than the procedural shifts.
• Adapt to Context: The organizations that succeed the most are those that adapt the frameworks to their needs, not the other way around.

When evaluating which approach suits your organization best, keep in mind that frameworks are just tools to help achieve objectives. They should not be considered as objectives themselves. The boundaries of success are not confined by compliance to frameworks, rather unrestricted value delivery alongside creation of effective and proactive environments is the ultimate focus.

I suggest that you identify your particular requirements, assess your organizational readiness, and then plan a definite strategy toward whichever framework, or fusion of frameworks, aligns best with your business goals.