Appropriate Ways Managers Should Know About Implementing ITIL

 I. ITIL implementations need to be managed as a formal project.

 To be successful, a deliberate well-planned project management approach should be taken. It is best not

to engage in ad hoc unconnected activities. Some key considerations include:

 Create an overall vision and strategy

• Assign a program / project manager
• Create a project team
• Assign: Executive Sponsors, Program Sponsors, Process Owners and other key roles
• Develop a project plan and manage it effectively
• Assign accountability for desired outcomes

 II. It takes resources including time and money.

 Implementing an ITIL Service Desk and all ten support and delivery processes takes years, not weeks or months.

Consider the following:

 There must be sufficient time for planning, and selling the benefits of ITIL

• Implementing a single process to a desired level of maturity requires a great deal of management attention

   There are many costs associated with implementation: education costs,     

   project   costs,

   purchase of new or upgraded tools and systems, and possibly even the use of

  external  consultants

  There will be IT staff required for development and implementation of the  

   processes, which means new roles have to be created

   

III.  It will require education and training.

 Because everyone has to “speak the same language”, a thorough well-organized education plan should

be developed and executed.

 ITIL implementation involves all IT employees – from the very top on down, and all across the

   board. It’s important to include everyone, and to customize education to suit individual roles

and responsibilities

• Numerous courses are available on the market to educate (and certify) employees
• Training has to go beyond just the ITIL IT Service Management model. An education plan

   should also include: Organizational Design, Organizational Change, Leading   

     Change,

Process Maturity, Quality and Continuous Improvement, Overcoming Resistance to Change

 IX.: More than ITIL processes will change.

 Implementing ITIL means that attention has to be given to many areas of the organization, not just ITIL

processes. These include:

• HR management: compensation, org structures, and reward and recognition have to support

   new roles and responsibilities

• People: new roles, job descriptions, beliefs, values and disciplines have to be firmly planted
• Technology has to support new processes
• Interrelationships with other business processes has to be considered

 X. A strong Communication Plan will need to be executed.

 In order to ensure successful outcomes, a strong communication strategy and plan are must-haves.

• Communication strategy should provide direction
• Communication plan should lay out what needs to happen, when, who will be involved and

what needs to be communicated

• Execution of the plan is ongoing and accountability should be assigned for desired outcomes
• Senior Management plays a key role throughout the entire program, not just kick-off
• Communicate often, and on an ongoing basis, using many different mediums

 

 XI.It takes Management commitment and participation.

• It all starts at the top. Senior management must show visible commitment often, and on an

   ongoing basis

• Follow The  eight step model and advise for Leading Change

 __ Create a sense of urgency

__ Develop a guiding coalition team

__ Get the vision right

__ Communicate for buy-in

__ Empower action

__ Create short term wins

__ Don’t let up

__ Make change stick

 XII. Organizational culture will need to change.

 

In order for change to stick, cultural issues have to be addressed. Examine your culture closely:

• The personality of the organization: behaviors, beliefs, systems, written and unwritten policies

   and procedures, and values

• Leadership and management styles and corporate climate
• Are you promoting a culture of service and continuous improvement?

 IIXX. There will be resistance.

 Be prepared. Resistance to change is inevitable and everyone experiences it to some degree. Leaders

must be prepared to manage this aspect of change effectively in order to help the organization move

quickly from resistance and denial to acceptance.

• Resistance patterns are predictable and can be managed, provided a plan has been  developed

  Most people resist change because of perceived or real threats. If these are identified,

   communication efforts can address these head on

  IX: It takes everyone’s involvement.

 One way to overcome resistance to change is employee involvement.

 Everyone has good ideas to contribute – give employees the opportunity

• A cross representation of IT is the best solution to building a single process. Don’t focus on

   just one group or department; get everyone’s input. All stakeholders can  

  make    a valuable contribution

Getting as many people involved as possible creates a sense of ownership

I. Every manager should know about implementing ITIL is:

It’s worth doing!

 Implementing best practices according to ITIL will:

 Provide improved business results

• Move you from a reactive to a proactive organization
• Improve effectiveness and efficiency of IT processes which often leads to reduced IT costs
• Improve service delivery

 

  In Conclusion

 There is no silver bullet. Best Practice process development and implementation take a strong

commitment from the organization. And remember, it is not necessary to implement ITIL as is, rather use

it as a guideline and ensure it is fit for purpose.

 Cheers

ALA’A ELBEHERI