Where do You Start in Implementing all this ITIL Stuff?

If you’ve gotten any sort of ITIL training, you will have quickly realized that there are more than 25 ITIL processes, and the thought of trying to implement them all well (or at all) can instantly discourage any organization from even getting started. Fortunately, it doesn’t need to be that way. Here are our best tips for making progress and finding success with an IT Service Management implementation program.

First, only address what's painful

Just because there are a bazillion ITIL processes in existence does not mean you have to try to tackle them all. Yeah, there are a million tools at Home Depot, but you don’t have to (and probably can’t afford to) buy them all. Maybe you buy a plunger. And a hammer. And that mid-century modern lamp with the polished metal finish, but that’s it.  

The way to look at implementing ITIL is to look at it just like with any tool. You don’t have to buy all the tools, just the tools you need to address, say, the leaky faucet. If you can identify your biggest pain points in your organization, then you’re halfway there (congrats!). The next step is to figure out which of the ITIL processes will help you address that pain point and start there. Having a hard time with failed changes? Look for ways to improve Just. That. Process. You don’t have to buy that hammer if you’re trying to replace light bulbs (trust me on this one). Thus, you wouldn’t worry about Portfolio Management if you’re having pain with how you manage releases. Fix what’s broken. Not what’s not.

Second, make small changes. 

People tend to think that implementing ITIL has to be a huge undertaking. It does not. You don’t have to hire a boatload of people, you don’t have to buy a bunch of expensive tools (technology can help, but don’t overdo it here either), and you don’t have to spend months toiling and toiling before you see improvements. Figure out what small changes you can make that will help you chip away at a bigger problem. If you can’t do (and accomplish) something (even if it's small) in two weeks, then you’re not breaking it down enough. Look for quick wins that bring large reward. It can be done. To continue with the tool analogy, think of it as a lever used to lift something heavy (it can be done, and be sure to lift with your legs). 

Believe it or not, you can slow down just a bit to fix a nagging problem once and for all rather than going “full steam ahead” with a problem that won’t go away on it’s own (and is probably creating more work and slowing you down more than you realize). Slow down a bit to go fast. Even race cars need to make a pit stop every once in awhile to maintain their speed.

Third, get outside expertise.

If you’ve never been involved in an IT Service Management transformation project, get outside help. You wouldn’t wash your own windows on your office’s high-rise, would you? You’d hopefully hire people that do that for a living. The same holds true in implementing IT Service Management. Hire experts that can tell you where to avoid the traps (that cleaning solution will leave terrible streaks, for heavens sake!), give you practical advice, and provide you with the ability to make significant gains quickly. Plus, you don’t have to stick with them forever (we wash your windows and then we move along).

Erika Flora, PMP, CSM, and ITIL Expert is a Principal Consultant at BEYOND20. You can follow Erika on Twitter and join BEYOND20 on Facebook and Youtube. Read all of BEYOND20's blog articles here.