If you are considering implementing an ITIL-based ITSM solution for your IT Organization, you may consider starting with the ITIL Lite bare essentials option.
I compare the ITIL-framework to an empty egg basket with about 2 dozen compartments. In today’s blog, I would like to talk about the 5 minimum components - starter compartments - required to start an ITIL implementation.
1. Incident Management
The first egg crate compartment of a Lite version of ITIL is Incident Management. This compartment becomes a big bucket to capture all of the incidents and service request in order to streamline processing.
Once you set up Incident Management you will be able to better track all of your service tickets and be able to add automations that can help to streamline fulfillment. Imagine being able to automatically direct a facilities access request directly to that team.
2. Problem Management
The second egg compartment for your processes in the minimum requirements of ITIL Lite is Problem Management. While Incident Management is all about getting the disruption of service quickly fixed, Problem Management involves root-cause analysis to determine and resolve the cause of incidents. This includes proactive activities to detect and prevent future problems and incidents.
3. Change Management
The Change Management component fits snuggly under the Service Transition category. This is where you plan for the change and release of everything IT - from software upgrades to new servers. Just remember, even the smallest change can have serious implications on systems and users, so plan, plan and plan some more, and then test before you release.
4. Service Desk
This is where all of those request tickets get managed. In the least mature IT Organization, this component will just be an email process for tech support or possibly a help desk. An addition to Service Desk is a self-service portal and the Service Catalog, great tools to allow your users to help themselves. But, whatever you have that might be considered a start for this component, you must have some form of a Service Desk in order to have the bare essentials of an ITIL Lite IT Organization.
5. Service Asset & Configuration Management
The bottom line for ITIL is that you must track the assets that make up your IT system. The best way to gather and track your CIs (Configuration Items) is to have a CMDB (Configuration Management Database).
If you currently have your CIs in an excel spreadsheet, you are almost there. If you have yet to track your CIs at all, you have some work cut out for you.
But whatever your level of IT Organizational maturity, starting out on the ITIL path is the correct next step.
Remember, the 5 Bare Necessities for ITIL Lite are a guideline for getting started. Every organization must build their workflows to best meet their processes and using an ITIL-based framework allows you to customize to meet your needs.
Good luck with your ITIL Lite implementation, and remember, there are a lot of great resources to help you along the way.
Martin Grobisen is Product Marketing Manager at SunView Software.