The Service Strategy book mentions value capture on page 79 rather briefly, without introduction, as if we're all supposed to know what it means. I don't know about you, but I don't remember value capture in any of my IT courses.
The release of ITIL v3 in 2007 raises questions about what it is and what is it's relationship to v2. What is to be done? Here are my thoughts, having carefully studied and taught both.
ITIL teaches us that we, as IT service providers, need to be providing what the business needs to get their jobs done. That doesn't mean sitting back and waiting for business people to come to us with new ideas but constantly scanning new technology to see how it might fit into our portfolio of services.
I've been canvassing my classes lately on the business utility of the Apple iPhone. Few people have them, the IT department doesn't support them, and most of the functionality already exists on existing phones or Blackberries. Conventional wisdom is that the iPhone is a consumer device and won't displace existing handheld devices.
