And so on….. Difficulties on the road to Implementing ITIL: Because Implementing ITIL means also that you have to chance the mind setting of your employees, it is a very difficult process.
It means getting the techies to be more aware of service and business (something technicians hate).
There are a lot of emotions involved so the Implementing ITIL leader must be not only a project leader but also a people manager.
Implementing ITIL a process what takes a lot of time and mostly the period of time is underestimated.
Much too often companies with external help want to implement ITIL to fast, which causes a lot of problems.
The best way to Implementing ITIL is doing it in several stages making sure that every stage is done properly and you gave the project the proper place in your organization.
There is no such way as a standard procedure to Implementing ITIL, because it is a set of best practices, you can take from the set what you like for your organization and fit it in. By adopting and Implementing ITIL best practices, companies are better able to deliver optimal, value-based IT service management solutions.
The objective of Implementing ITIL best practices is threefold: Align IT services with the current and future needs of the business and its customers Improve the quality of the IT service delivered Reduce the long-term cost of IT service provision. Key Considerations in Implementing ITIL Standards: Here are some key variables to examine when considering Implementing ITIL. The size and range of the business—Small and large organizations are faced with differing challenges in Implementing ITIL.
Small organizations may need to have the same resources acting in multiple distinct roles within the ITIL framework, which can be a challenge.
Conversely, large organizations are faced with the task of extending unified processes across large and often fairly independent business units. The resources at your disposal, including staff—Do you have the right people in-house to perform the number of roles that Implementing ITIL mandates, or will you need to look elsewhere? Do you have the financial resources to invest in an enterprise-wide standards initiative like ITIL and see it through? The maturity of staff, processes, and the organization—Is the staff seasoned enough to perform at a best practice level? Can any of your existing processes be integrated into the new regime, or does everything need to start from zero? The level of dependency of the business on IT —Companies that rely heavily on IT may find the Implementing ITIL painful in all corners of the business, while the few companies that do not rely heavily on IT may not realize enough value to make the exercise worthwhile. The culture of the business—Is the culture one that breeds, recognizes, and strives for excellence, or for mediocrity? Does it resist or embrace change? Has it shown an aptitude at maintaining consistent processes, and at seeing major, long-term initiatives through to completion? Communication strategies for IT and the company as a whole—What vehicles are in place to communicate the purpose, status, and benefits of Implementing ITIL.
How can you make your users understand their roles in the new process regime and enforce the new model without taking draconian measures? — IT Service Management ITIL IT Service Management ITIL at a Glance: ITIL is the IT Infrastructure Library, the worldwide standard today for IT Service Management.
This set of recognized Best Practices was standardized and documented for the United Kingdom in the late 1980s, and has become recognized worldwide as the process framework for best practices in IT Service Management ITIL.
ITIL also provides guidance to develop Business and Management skills.
ITIL/ITSM (IT Infrastructure Library/IT Service Management) offers a systematic, professional approach to the management of IT services.
IT Service Management ITIL underscores the importance of providing IT services that satisfy business needs in a cost-effective manner. What are ITIL and ITSM? The IT Service Management (ITSM) standards of the ITIL are the “de facto” best practice standards for IT service and support.
These standards were created in the1980s in the United Kingdom and have been prevalent in Europe for years with adoption in North America increasing recently.
It is anticipated ITSM will form the basis for an International Standards Organization (ISO) standard for IT in the next three years. The cornerstone of ITIL is the concept of aligning IT operations with business objectives.
This addresses the basic discourse that most organizations have difficulty assessing and managing the quality and effectiveness of IT service and support.
Most IT service organizations spend the bulk of their time focusing on technology rather than the business objectives technology is attempting to solve or support. The IT Service Management ITIL standards of ITIL are broken down into ten processes and one function under service delivery and service support: Service delivery – primarily focused on the strategic tasks of managing the delivery of new services.
It is comprised of service level management, capacity management, availability management, IT service continuity management and financial management. Service support – focuses on supporting and improving the quality of existing services.
This is comprised of incident management, problem management, change management, release management, configuration management and service desk. The ITIL processes encourage an atmosphere where IT people understand the business objectives on three levels: strategic (where decisions are made), tactical (where decisions are implemented), and operational (ongoing support and maintenance of the decision).
An example would be a company that decides to implement a Web-based customer relationship management tool: the firm would have varying expectations from each ITIL process at each level.
The idea is to articulate technology requirements and its effects on business objectives, resulting in a greater understanding and appreciation of the costs by business stakeholders.
Business people ultimately want to understand business impacts – not technology requirements. What is ITSM? IT Service Management ITIL is the world’s leading best practice approach to managing IT in organizations across the world.
IT Service Management ITIL is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organization.
ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.
ITIL processes are intended to be implemented so that they underpin but do not dictate the business processes of an organization.
IT service providers are striving to improve the quality of the service, whilst at the same time they will be trying to reduce the costs or, at a minimum, maintain costs at the current level. In essence, IT Service Management ITIL guides organizations in the best practices associated with delivering IT services to the business in accordance with service level agreements, underpinned by a set of support services matched to the requirements of the business.
Fuelled by Y2k issues, embedded in broader initiatives like ISO9000 and COBIT, IT Service Management ITIL has rapidly been adopted by leading IT vendors, (eg HP, Tivoli, Remedy and Microsoft), outsourcing organizations (EDS and Perot Systems) and organizations with large in-house IT departments (eg Telkom, Sabre Systems, US Internal Revenue Service, Vodacom).
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