Adopting ITIL® Best Practice

One of the recurring themes of questions from budding ITIL® Experts is what’s the best way to go about implementing ITIL® – putting into practice what I’ve learned on the courses?

Well the first thing you should remember (and I’m sure your Sysop lecturer will have pointed this out) is that you don’t ‘implement ITIL®’ ……..whatever your boss says! Your task is actually to think about implementing (or better still adopting) best practice Service Management.

Where do you start? We will have talked you through well over twenty 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!

Remember that IT Service Management is, for the most part, a cultural change. To be successful, regardless of the focus — innovation, growth, culture, cost structure, technology — a new methodology of change leadership is required. That suggested by Dr. John Kotter is an excellent methodology with just eight steps.

Step 1: Establish a Sense of Urgency
Help others see the need for change and they will be convinced of the importance of acting immediately.

Step 2: Create the Guiding Coalition
Assemble a group with enough power to lead the change effort, and encourage the group to work as a team. Make sure this group includes a senior management sponsor, management buy-in is key.

Step 3: Develop a Change Vision
Create a vision to help direct the change effort, and develop strategies for achieving that vision.

Step 4: Communicate the Vision for Buy-in
Make sure as many as possible understand and accept the vision and the strategy.

Step 5: Empower Broad-based Action
Remove obstacles to change, change systems or structures that seriously undermine the vision, and encourage risk-taking and non-traditional ideas, activities, and actions.

Step 6: Generate Short-term Wins
Plan for achievements that can easily be made visible, follow-through with those achievements and recognise and reward employees who were involved. If you are a million miles from having a Configuration Management System, despite the fact that it would be wonderful, to have one in place don’t even try to start with this! Look at the areas that you already do pretty well but could do better, this will give you a good starting point.
Approach the task by trying to see which gaps in your processes you could bridge with least effort.

Step 7: Never Let Up
Use increased credibility to change systems, structures, and policies that don’t fit the vision, also hire, promote, and develop employees who can implement the vision, and finally reinvigorate the process with new projects, themes, and change agents.

Step 8: Incorporate Changes into the Culture
Articulate the connections between the new behaviours and organizational success, and develop the means to ensure leadership development and succession. Remember the advice of W. Edwards Deming: gradual, incremental changes are most easily assimilated.

Stuart Sawle

http://www.sysop.co.uk
ITIL® is a registered trademark of Axelos Limited.