ITIL Process Assessment is a very misunderstood topic! What goes wrong? We see organizations every day that have conducted self-assessment questionnaires and awarded themselves a very high maturity level, when in-fact the activity may exist but the process is not end to end service delivery, aimed at the customer.
These organizations then tend to try to implement ITIL as it is straight from the book which typically fails to take the business needs truly into consideration.
This then tends to cause frustration and the organization blames the ITIL process implementation, where the error is in organizational change.
All the processes described in ITIL relate to each other.
Which ITIL Process to implement first? The question often asked is, ‘Which process shall I implement first?’ The best answer is, all of them, as the true value of implementing all of the Service Management processes is far greater than the sum of the individual processes.
All the processes interrelate with the other processes and in some cases are totally dependent on others.
While recognizing that, to get the complete benefit of implementing IT Service Management, all of the processes need to be addressed, it is also recognized that it is unlikely that organizations can do everything at once.
It is therefore recommended that the areas of greatest needs be addressed first.
What do I do then? A detailed ITIL process assessment needs to be undertaken to ascertain the strengths and weaknesses of the IT service provision.
This should be undertaken by performing Customer satisfaction surveys, by talking to Customers, by talking to IT staff and by analyzing the processes in action.
From this assessment, short, medium and long-term strategies can be developed.
It may be that ‘quick wins’ will need to be implemented in the short term to improve the current situation but these improved processes may have to be discarded or amended as part of the medium or long-term strategies.
If ‘quick wins’ are implemented it is important that they are not done at the expense of the long-term objectives so these must be considered at all times.
However, every organization will have to start somewhere and the starting point will be wherever the organization is now in terms of IT Service Management maturity.
Implementation priorities should be set against the goals of a Continuous Service Improvement Plan CSIP.
Throughout the implementation process key players must be involved in the decision-making process.
These will include receivers as well as providers of the service.
There can be a tendency when analyzing the areas of greatest need to go straight for tools to improve the situation.
Workshops or focus groups will be beneficial in understanding the requirements and the most suitable process for implementation that will include People, Processes and Technology.
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