Ten Tips for Successfully Implementing ITIL

8/4/2019 Ten Tips for Successfully Implementing ITIL

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Ten Tips for Successfully Implementing ITIL

Organizations are making significant investments in increasingly complex IT infrastructure andapplication services. In 2003 the average IT spend for a Fortune 500 company was $353 million.

In order to realize the value of the IT investments being made, organizations should look toimprove the maturity of their service management processes. The management and control of theIT infrastructure is a critical function and improved service delivery and service supportprocesses will increase the efficiency and effectiveness of operational delivery.

The Information Technology Infrastructure Library (ITIL) is a widely accepted industryframework which adopts a process driven approach to developing operationally excellent ITservice support and service delivery processes.

The benefits of implementing globally consistent, ITIL-based processes include:

Improved availability, reliability and security of IT services.

Increased IT project delivery efficiencies.

Reduced TCO of IT infrastructure assets and IT applications.

Improved resource utilization including decreased levels of rework and elimination of redundant activities.

Provisioning of services that meet business, customer and user demands, with justifiable costsof service quality.

More effective and better third-party relationships and contracts.

Since the ITIL framework only provides the necessary guidance on process structure, many CIOsare not seeing the improvements they expected — despite heavy investment in ITIL. ITILdeployment should be set within the context of a business or IT change program and as such, ismore than a simple set of processes that can be rolled out and uncompromisingly followed.

Any IT change program will encompass organizational, process and technology elements.Drawing from PA’s experience in these areas, we have pulled together ten tips CIOs and

program directors can use to approach effective ITIL implementation with confidence.

Organization

Approach ITIL implementation as part of the IT-wide strategy, and use it to guide all other

strategic initiatives.

ITIL process implementation has significant IT-wide impacts; it is not an isolated initiative. Toavoid both resource and programming constraints, implementation must be aligned with otherglobal and regional programs, IT initiatives and sourcing or supplier initiatives.



A portfolio management approach should be taken to understand the alignment and priorities of all initiatives in addition to the overall benefits to the organization.

Consider the post-ITIL organization before completing the process design.

Introducing ITIL-based processes generates requirements for new functions and roles, whichcould impact the current service management structure. Prior to completing process design,understand the roles and functions required to support the processes; giving specificconsideration to the supplier/internal resource split.

Consideration must also be given to the governance structure needed to guide and support thenew IT organization. Establishing a transformation program ensures that the structure fromwhich to hang ITIL is secured and operational prior to process implementation.

Engage, engage, engage. Continuous communication is required at all levels of the

organization.

Implementing ITIL impacts the full spectrum of the organization’s employees. Because of this, it

is critical to understand the impact at each level within the organization and the value each bringsto the program.

Subsequently, engagement, communications and training are absolutely key to success; from theinitial engagement of senior stakeholders to the manager-level ITIL training of new globalprocess owners.

Set realistic expectations about benefits realization and establish a baseline from which to

monitor improvements.

Change within any organization takes time to be accepted and implementing ITIL is no different.Implementation of ITIL focuses on improving customer service and as the processes mature thesubsequent ROI will be recognized.

To determine the end result, focus the strategy and focus communications on improving servicequality and establishing an early baseline of key performance indicators (KPIs) from which tomonitor improvements. The chosen KPIs and their associated benefits should be business-focused and clearly understood so that effort is not wasted on measuring and interpretingsuperfluous data.

Engage existing suppliers early.

Existing suppliers and any subsequent SLA’s will be affected by the implementation of ITIL.

The strategy for handling third-party engagement and establishing a robust communications planmust be clearly defined, with priorities focused on the desired supplier landscape.

Early engagement with procurement and legal departments will help to support and address theripple effect that occurs right through to existing contracts and SLAs upon implementing the new



processes. An end-to-end SLA will also be ultimately required to support the operation of thenew processes.

Process

Identify and deliver the quick wins.

It's "old" advice, but it remains fundamentally important to ensure that the organization achieves,communicates (and celebrates) early successes.

Such an approach buys time for the process implementation and will help to gain the much-needed stakeholder engagement across the organization. Experience suggests that failure toachieve these successes will typically double the resistance to the change and halve the supportwithin six months.

Maximum benefit can only be achieved if the impact each process has on another is

understood.

The ITIL framework is comprised of ten service management processes and one servicemanagement function. Every ITIL process supports, interfaces and integrates with at least oneother process.

For effective development and deployment the relationship, impact and interdependencies acrossthe ITIL framework must be clearly defined and understood. The close integration andunderstanding of the processes allows for the continual flow of up-to-date, critical and accurateinformation that in turn enables management to drill down and identify target areas for serviceimprovement.

Prioritize process selection based on current maturity; don’t bite off more than you can

chew!

It is important to take a holistic view to ITIL implementation, however it is not imperative toimplement all processes concurrently in order to realize operational improvements and asignificant ROI.

Implementation of individual processes or the prescribed combination of processes can deliverthe desired operational improvements. Processes should be selected based on the benefits soughtby the organization and the ones that drive the most business value.

Use success as a springboard for further improvement.

Implementing ITIL is a strategic commitment and will take many months to fully implement.During this time many different parts of the IT organization will be required to change.

In this sort of environment it is important to also implement a program of continuousimprovement (e.g. a "plan, do, check, react" cycle). First this will ensure that improvement is



actually delivered as expected and, second, it will help to build further improvement rather thanassuming the job is done and risk slipping back in to old behaviors.

Technology

Combine process and tool activities from day one as part of a single solution approach.

Implementing a service management tool will support the streamlined processes, automate tasksand manage and distribute information. Knowledge management, e.g., the re-use and integrationof information, is a critical component of the service management tool.

Integrating data control processes with the tool will ensure that information is current andcontinues to add value to the service management processes.

Implementing ITIL is not just about evaluating and revising processes, it is about change:changing the way people work and are rewarded; changing technology platforms; and changing

behaviors across an entire organization.

Documents

Ten Tips for Successfully Implementing ITIL