Implementing ITIL can be a very difficult task, especially with the considerations that need to be applied both within and outside an organization before committing. The organization’s business objectives, environment, structure, culture, people and, more importantly, attitude toward ITIL need to be considered.
We often hear about people being the vital ingredients for success, but, in fact, there are another three additional elements that need to be considered before, during and after implementation. These are: Processes, Technology and Suppliers.
1. Processes: How Does "A" Fit with "B"?
It’s much more than a jigsaw puzzle; it’s about promoting a consistent approach in the way we deliver our services through adopting best practice. Processes will always be at the heart of ITIL. I’ve almost lost count as to the number of processes we now have with the 2011 revision!
Why? It’s not about who gets to the finish line first; it’s all about who gets there effectively and efficiently. That summarizes perfectly what we want from processes.
2. Technology: Underpin or Overwrite?
Sorry, tech gurus, but technology should not be overwriting your business or IT processes. It’s important that it underpins the delivery of services. We MUST ensure that technology introduction is controlled.
For Example: Do you have a Blackberry or other mobile email device to check emails?
If yes, did you acquire this as a business need or a nice-to-have accessory at work?
I’m not saying that the latter doesn’t assist you with your role. But, is there a business justification for you to have one? In this case, technology is still underpinning the delivery of services, but is this technology abuse within the organization? Is the cost of having the device outweighing the benefit you receive from having one? Lucky you’re not reporting me.
3. Suppliers: Knowledge is Power!
Suppliers are always involved directly or indirectly in the delivery of services. The key is to ensure that as part of the implementation journey we look for opportunities to leverage the knowledge of our suppliers as they may have other clients currently on the same journey or much further ahead.
Ok, so we now have a high level understanding of the elements to be considered. I’ll cover the next steps in my next blog.
Hitesh Patel is an instructor and course author for Learning Tree International.