ITIL a Study in Starting

Why are companies looking to accomplish when they make a commitment to ITIL? 

PEOPLE?  PROCESS?  TECHNOLOGY?

  

There is some business value hoping to be gained when a company makes a commitment to ITIL. The key is selecting where to start involves understanding whats present and planned alignment  with IT priorities and objectives, before selecting the approach.. ITIL is not a build and close logic so much as a build, and implement to improve and mature over time.

Understanding what is changing, and where ITIL can evolve with the organization that can deliver some key benefits including:

•  Easier to define and manage IT costs
•  Clearly negotiated, achievable service levels
•  Predictable, consistent processes 
•  Efficient service delivery
•  Measurable, improvable services and processes
• Common set of terminology
• Greater agility or scale-ability to serve new business needs, technology and business demands
 

ASSESS: 

Some upfront understanding can help in visioning, on how a company can and should approach a commitment to ITIL.  When digging in, it seems so big, and interdependent.  When be
ginning it seems like there is so much missing, how to begin to progress?  

• Why are we doing this? 
• Where are the pain points experienced and where does process excellence shine? 
• What changes are expected?
• What will our starting procedures look like in the beginning? 
• What will stakeholders need to understand and need to do differently?
• How do you establish the baseline, the performance measures, and results?

PROCESS MATURITY ASSESSMENT:  

How are we doing in the standard ITIL PROCESSES? 

• 0 - Don’t know or not in practice at all
• 1 - Initial loosely Defined, undocumented, Reactive, Unplanned 
• 2 - Repeatable – Defined, documented, largely reactive, unplanned, unmeasured
• 3 - Defined – Clearly defined, good documentation, planned, measured, somewhat automated
• 4 - Managed   – Well-defined, mainly proactive, continuously improved, automated
• 5 - Optimizing – Well-defined, proactive

ITSM Maturity	0	1	2	3	4	5		NOTES?
Incident Management
Problem Management
Change Management
IT Asset and Configuration Management
Service Desk
Service Level Management
Service Portfolio Management
Service Catalog Management
Release and Deployment Management

WHAT ARE WE DOING NOW:

1. REVIEW SELECT PROJECT APPROACH POSSIBILITIES: 
2. ESTABLISH HIGH LEVEL PROCESS MODEL
3. PRODUCE HIGH LEVEL PROJECT PLAN FOR START  
4. DEFINE IMPLEMENTATION, CHANGE PROCESS AND PROGRESS REVIEWS: 
5. GATHER TOOLS, PROCESS, & CHANGE REQUIREMENTS 
6. DEPLOY AND SCALE
7. CONDUCT AWARENESS CAMPAIGNS TRAINING, PROCESS WORKSHOPS
8. SET CONTINUOUS PROCESS IMPROVEMENT OBJECTIVES

TOOLS and LINKS for Approaching ITIL PROCESS STARTS: 

• ITIL IMPLEMENTATION CHECKLISTS can help to define reference criteria.  
• PMBOK for Implementing ITIL
• BEST OF EVERYTHING: ITIL, LEAN SIGMA, CMMI

YOUR TURN:  What was YOUR IT Implementation experience?  

1. How did your organization approach ITIL Implementation?  
• Process first then integrate into projects?  
• Integrate with a project initiative?  
• Identify the disciplines to benchmark a service improvement needed?  
• Start easy with a few disciplines, then expand?  
2. Did you use a specific Project Method to define the approach?  
• Was it platform/application agnostic, or defined as part of a software solution deployment?  
• Did you use Six Sigma, Lean Sigma, CMMI, or CAP elements in your deployment? 
3. What worked?  
4. What didnt?