The IT Infrastructure Library (ITIL), a collection of best practices that address core service management issues such as problem, incident, change and request management, is all about servicing the end user.
Many IT departments have rushed to implement ITIL, but fallen into common pitfalls. The important thing to remember about ITIL is it is not a quick fix solution. It is not a short-term solution. It takes time and a change in culture for it to take root and grow.
Here are some of the common pitfalls found when rushing to implement ITIL.
Purchasing Unnecessary Tools
Organizations assume ITIL based tools are the answer. All they have to do is purchase them or a complete suite of tools and ITIL will work its magic. What they need to do is invest time in mapping a strategy and training their staff about ITIL.
Failing to Do An Assessment
One of the first things you should do is an assessment of your IT department. Look at where you are now and where you want to be and determine what you need to do to get there. How does your current organizational structure compare to the ITIL framework? How will you change your organization and culture to best use ITIL?
Lack of Leadership
Implementation of ITL must begin from the top down. Training should begin from the top down. Without the support of leadership implementation is doomed to failure. The biggest champion for ITIL should be the CIO and other members upper management.
ITIL by Name Only
In most organizations ITIL will require change. People are often resistant to change. They may see ITIL as just another fad, play at it for a while, then pick right up where they left off. This is why training, leadership and a change in the culture are so important. Without commitment ITIL will fail.
Premature Expectations
ITIL is not a short-term, quick fix solution. Do not think all you have to do is purchase some software, send a few members of management to become certified and change the names of existing departments.
In summary ITIL can be a turnaround for your company or organization. It can also be a failure should you not do what is needed to properly implement it or look for results too quickly. The strongest tree starts as a seed. It must be cared for and allowed to grow.
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Foundations of IT Service Management Based on ITIL® V3 (English version) by Inform-ITRead more about this book… |