ITIL Implementation: Case Study Stories

ITIL Implementation Case Studies Highlights other lessons learned from implementing ITIL Practices. 

It is practical to look at ITIL from a broad view, studying a range of case study application. One size does not fit all in process, but some lessons learned are well applied through sharing and evolving intelligence for positive change.  ITIL practice should be about results.  

Gartner estimates clients who have “made a serious commitment to improving maturity by leveraging ITIL during a 2-3 year baseline period” could see:

• 50–75% reduction in unplanned work for mission critical services, 
• 10–25 % in labor productivity benefits
• 20 %  improvement in customer satisfaction surveys

Implementing ITIL.  ITIL Phase Planning and Timeline : Process first or Product First?

This should be answered by the organization looking to implement ITIL before looking to third party groups for best practice, to make sure the direction is clear.  The one thing that is important when considering best practices is to know thyself before seeking the direction. Process improvements must work at the high level and have a path to actual milestones and results of what a successful implementation like.

PROCESS FIRST OPTION:  

CIO Stephanie Overby's practical article, "Adopting ITIL & COBIT Isn't Always the Best Practice" suggests that the outputs of a successful IT effort must drive the change, establishing clear service ownership,  effective controls and governance to make it successful. Stephan Mann suggests the "5 Steps to Successful ITIL" are

1. Understand about ITIL, and the importance of people
2. Be Realistic about Process Improvement, start, and expect to improve it gradually 
3. Evaluate Technology ONLY AFTER you have considered key goals, people, and processes
4. Plan beyond the Technology Project-- built to change, last, sustain. 
5. Regularly communicate ITILs value, and involve stakeholders in and beyond IT. 

PRODUCT FIRST OPTION: 

VyomLabs approach suggests that the earlier you define the product first the better, do that and then process, taking you through detailed phase implementation with time, duration and activities to full implementation: 

RIGHT SIZE, REQUIRES Right Engagement:  

Sometimes Organizations worry about too much "disruption" from high level process change.. They assign several high level executives to draw up the high level process, but without the real life tie to business operations, some found the results fell short. "Top Down" approaches that are too high level theory failed to solve problems and gain results.

• NetworkWorld Chris Matney: "How one company turned around a bad experience"
• ITSM Solutions Hank Marquis "10 Traits of Successful ITIL Adopters" 
• ThinkHDI Doug Tyre "Calculating the ROI of ITIL: Case Studies, Issues, Results"
• Gartner Consulting "IT Service Management Process Refinement" 
• Enterprise Leadership "Whats ITIL?  A Question Every ITIL Professional should ask"

OTHER Company Case Studies on ITIL Implementation: 

• Avaya cut its budget by 30% with more efficient reporting,better decision making, and lower service delivery and problem resolution times,while improving the end user experience and business continuity. 
• Caterpillar in 2000, leveraged ITIL Incident Management for Web-related services to solve a problem for customer service problem where internal service providers couldn't meet the target response time of 30 minutes between 60 -70 % of the time. Now service providers surpass the 90% with improved customer satisfaction.
• Cisco  had 10 ITILProcesses completed or in progress, including Incident, Problem, Change, Configuration, Service Catalog, Service Portfolio, Finacial, Release, Service Continuity, ServiceDesk. Results: Reduced P1/P2 Frequency and duration, RCA, Batch Job Failure Rate, created a database of applications to business processes, change management, and accountability metrics. 
• Procter & Gamble began in 1999 with a worldwide effort to streamline the number of applications help desks have to support. With 4 year savings of $500 million. IT departments reduced operating costs by 6-8% and a 15 -20 % reduction in technology personnel. Root-cause analysis of trends in help-desk requests resulted in a 10% reduction in help desk calls.
• Visa reduced time to resolve by 75% and improved outbound call productivity by 150%. 

WHAT OTHER CASE STUDIES HAVE YOU SEEN THAT ILLUSTRATE IMPORTANT RESULTS OF A QUALITY ITIL IMPLEMENTATION?  

We will add to this list with our reader participation. 

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