ITIL Implementation - Top Tips

In just 20 years ITIL has come to guide the IT serviceprojects reviewed involved redeployment and training
management practices which underpin theof those involved. One pushed IT personnel out
performance of successful organisations worldwide.amongst the operational teams to break down barriers
Not surprisingly those organisations which have notand improve response. Most involved the appointment
adopted ITIL are looking to do so - and those thatof owners for all key ITIL processes affected. All used
have are looking to extend or enhance their ITILITIL training to ensure a common language and
processes. This article looks at what determinesunderstanding of best practice.
whether an ITIL project succeeds or fails.6. Momentum
The experiences of more than 10 organisations wereThere is a natural cycle to most initiatives where early
presented at the 2008 itSMF Conference inenthusiasm fades once the easier wins have been
Birmingham. The projects ranged from application ofbanked, more intractable tasks loom, and other
specific ITIL tools such as Service Catalogue throughcompeting projects appear. There is no easy answer.
to trans European ITIL adoption by a major financialDo publicise successes unashamedly. Do ensure there
institution with the goal of achieving ISO/IEC 20000.is a senior management champion who can maintain
1. Start Rightproject profile. Try to avoid breaks in the
First and foremost understand where you are nowimplementation programme.
and develop a vision of where you want to be. Use7. Project Management
customer surveys and ITIL maturity assessments toProject Management goes hand in hand with most of
objectively define gaps. Develop a vision which isthe rest of these tips and failure to take a structured
meaningful for your organisation and which can beapproach to ITIL implementation is inexcusable.
clearly articulated and communicated. Refer to theThe approach you adopt may be PRINCE2 or your
"Continual Service Improvement" element of ITIL; this isown equivalent. The key point is that there is a clear
precisely where the alignment of IT Services anddefinition of business case, responsibilities, resourcing,
Business Needs should take place.work plans, stage reviews, risk, and escalation
2. Organisational Changeprocedures.
Recognise that adopting ITIL is as much about8. Business Relevant Results
organisational change as it is about processes andSome of the projects examined put a strong reliance
technology. This is not surprising; IT services areon ITIL maturity assessments. These can undoubtedly
increasingly at the heart of how organisations deliverbe helpful but only in conjunction with before and after
to their external customers - and are also central tomeasurement of criteria which have real impact on the
how organisations themselves operate. ITIL projectsbusiness. These will include activity specific measures
which are simply based on mechanistic adoption ofsuch as Service Desk rate of first time fix, and
new processes or software systems will have limitedcustomer rating of satisfaction with IT.
impact. Real success comes when ITIL touches hearts9. Best is the Enemy of Better
and minds - both within and beyond the IT community.For those new to ITIL there is a temptation to want to
3. Engagementadopt every process in the book. In the real world,
Organisational change demands engagement. Youresources are limited and there will be a better return
have to look beyond the ITIL core reference manualsin some areas than in others. Those nearer the start
for creative ways to win support and commitment.of an ITIL journey are typically starting with Service
Effective communication is essential. Engagement alsoDesk and processes such as Incident, Problem and
applies to external providers. When analysing,Change Management. Also increasing in popularity is
communicating and driving change make sure that thirdcreation of a Service Catalogue as part of the task of
party providers and advisors are also involved."understanding what we've got".
4. Share10. Business As Usual
A theme of successful ITIL adoption is an increasedLook beyond the project. In several of the case
willingness to share. A structured approach to ITstudies below care was given early in the project as
services means less duplication of services and roles. Itto how improved service provision would be carried
means use of a common language. It means workingforward into BAU. This is an unglamorous part of the
to meet wider organisational goals.work and one which is often ignored. Improved service
5. Right Peoplelevels and efficiencies start to decay once the energy
Your project will fail if you do not have the right skillsassociated with the project is withdrawn.
and right experience in the right place. All of the