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Time is precious; a lot of us are dollar rich and time poor nowadays. We give importance to
convenience and hate the complex. Things need to happen yesterday, or even before.
I can just see this becoming worse as we are forced to produce the proverbial "more with less."
Attempting to inform someone how to begin with ITIL in a few points are a little bit of a
challenge and certainly I am up for it.
ITIL is in relation to adopting not executing it. Take an adopt-and-adapt solution; use what you
require rather than the whole thing. It's a framework not a norm. It must be people, process and
lastly technology.
People:
• Do not undervalue the significance of people and their behavior to ITIL success.
• ITIL is culture-based. An approach of thinking as well as a means of working, IT provided as a
service (ITIL v2), the Service Lifecycle (ITIL v3).
• A great number of organizations embrace ITIL while not subscribing to its actual concepts.
• Numerous organizations continue with the core process, by no means moving from these types
of reactive process to the more value-adding innovative processes.
• A lot of organizations insist that they "do" ITIL v3 but all they "do" is a subsection of the ITIL
v2 process and have acquired Service Catalog solutions and/or presented staff on ITIL v3
training.
• ITIL needs to be adopted according to business requirements and IT trouble spots and drivers.
• It should certainly not be an ITIL Undertaking. Alternatively a project that enhances IT service
availability, or strengthens IT QoS (or a business development project), or decreases IT costs.
• Shareholder support and buy-in is crucial (Senior Leaders and staff members) to
communication and training along with education.
• Maintaining momentum on the ITIL path is challenging.
Process:
• You will likely be performing a lot of ITIL by now (it is a recorded sound judgment).
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• Typical initial points are Occurrence and Adjustment, or Adjustment and Structure.
• CSI is often neglected. It can be a good starting point.
• Develop high-level goals.
• Perform an initial evaluation.
• Make plans to seal gaps.
• Measure accomplishment.
• Have an understanding of the system adoption roadmap so that linkages on process and
technology can be projected.
• As an illustration, Service Catalogs continue to be popular but you also require Service
Portfolio Management, IT Financial Management, as well as Service Level Management to
sustain genuine Service Catalog Management.
• Numerous I&O organizations exaggerate their level of ITSM readiness, example, Problem
Management is responsive not proactive.
• I&O organizations ought to take collection of what they presently do before introducing
popular process/technologies Service Catalog Management, Automation, and so on. (Back-to-
Basics ITSM).
Technology:
• Technology needs to be last.
• There is useful parity in ITSM tool industry. Try to find softer differentiators not to mention
price.
• Tools can get out-of-the-box ITIL process however these may have to be tweaked to meet
internal ways of performance.
• Go with typical processes whenever you can though.
• RFIs/RFPs tend to be flawed as these are simply ITIL tick listings that cover more than a lot of
I&O organizations will actually use.
• Tools that give everything for a sole price are excellent BUT take care not to do too much too
quick (for instance gorging in an all-you-can-eat buffet).
• SaaS is an excellent fit for ITSM.
• The majority of I&O organizations will update ITSM tool just about every 5 to 6 years. Prepare
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for this today - will you desire to archive or port ITSM data? CMDB CIs and also relationships
for instance.
Undoubtedly there is a great deal to cover when discussing about getting started on the ITIL
quest, but what did I fail to spot? What will you correct or challenge? Let us know.