So, you’ve been on an ITIL® course. You returned to work bustling with enthusiasm. It was all very interesting and thought provoking but now there’s a reality check. How do you actually start putting what you’ve learnt into practice?
Well the first thing you should remember (as emphasised by your Sysop Trainer) is that you don’t ‘implement ITIL®’ – – whatever your boss says! Your task is actually to think about implementing best practice Service Management.
So, where do you start?
We will have talked you through over 20 processes and a variety of functions. How are you supposed to implement all that?
Well again, remember what you were taught. Implementing the processes is about adopting the ideas and adapting them to fit the needs, culture and requirements of your organisation. It’s not about applying the guidelines in the books word for word!
Most people take time to apply new knowledge. And often work priorities mean that trying to make improvements takes second place. If we are fortunate enough to have the time to implement new ideas, things seem not as clear as they did when we attended the training. Also, the situation in our own organisation is different from that illustrated during the training.
If you also attended our free short day Overview, you’ll know we talk all about focusing on those quick wins and maintaining momentum for the initiatives. The first to remember here is that you need to demonstrate success and gain stakeholder buy in. Think of how this can be achieved in your organisation. It’s usually by going for the easy things first.
Look at the areas that you already do pretty well but could do better. This will afford you a good starting point. Sysop offer a base-lining and benchmarking service that thoroughly examines how closely an IT organisation aligns itself with ITIL® best practice. Not just a point-in-time snapshot of the state-of-play but also an identification of where the quick-wins are to focus the initial effort.
Regardless of whether this service is used or not, a starting point does have to be identified and a baseline established – whether this be of ITIL® overall or just one specific area. This ensures that evidence is available to demonstrate service improvements at a later date.
Typically we find our customers will get those ‘quick wins’ and from the areas where they have already been successful in reaching a certain level of maturity. These tend to be; although not exclusively, things like improving the Service Desk; establishing formalised Incident Management; handling Change more effectively and adopting Service Level Management to define customer requirements; set agreements; manage expectations and measure performance.
Here are six simple steps that can kick-start your review.
Step 1 – Look at your Service Desk – Are abandoned calls an issue, do people tell you they can’t get through as promptly as they feel they should?
Step 2 – Do you just keep putting out the fire without finding out why it occurred and preventing further outbreaks?
Step 3 – Is Change being appropriately authorised?
Step 4 – Compare your customer’s values with your SLA targets and measurements.
Step 5 – Evaluate your Change Management process – does it enable or hinder?
I wish you well. If you need any help, remember Sysop offer much more than training courses. Thanks also to my good friend Michele Major-Goldsmith who’s article on the Sysop website was the inspiration for this blog. http://www.sysop.co.uk