ITIL (Information Technology Infrastructure Library), a framework of practices that was so long being implemented in the IT industry with fervor, is now being adopted in other industry verticals as well. In spite of its increasing popularity, there are certain challenges that are being faced by companies that are adopting the same, thereby threatening the success of its implementation.
However, this doesn’t mean that one cannot overcome these challenges. One of the primary ways of avoiding them is by integrating ample planning before initiating the process of their implementation. More so, the planning should be based on a long term perspective instead of being focused only on the short term. It’s essential to plan on how the phased adoption can be done, what support you can get for continued improvement, and the overall maturity vision; rather than just focusing on the service desk tools to choose.
5 Important Steps That Need to Be Followed
Step 1: Understanding all about ITIL
The first step for implementing anything is in understanding what it is, how will it benefit the company, and whether it identifies with the business goals. Additionally, it is important to know if it will be successful in relieving the problem points of the company, determining which people would be critical during and after the adoption, and so forth. Once all these questions are clearly defined, then ITIL can be positioned in such a way that these are answered accurately. A core team (that can communicate well) has to be formed to contribute significantly and direct a successful adoption. The team should have the right set of skills, relevant experiences, and a positive attitude towards approaching the implementation.
Step 2: Having realistic expectations from the maturity process and improving it gradually
When things are over-promised and under-delivered, the situations that arise as an outcome are not too congenial. The same goes for ITIL implementation. One should set realistic expectations on various aspects. Changes will take place and there will be a maturity process—but then, one should never overstate the same. Doing so will extend the overall adoption efforts, thus prolonging the processes of implementation. Before starting anything, all the processes that are a part of the system should be prioritized and then a maturity assessment should be done. With all this in place, all the cracks would be filled up and the success rate would reach unprecedented levels. As the project progresses, its various features and aspects need to be improved upon gradually-- in steps rather than being rushed.
Step 3: Evaluate the technology AFTER addressing the desired goals, people and processes
Before taking the plunge, it is important to evaluate why one needs ITIL technology in the first place. If it doesn’t cater to all the problem-points and doesn’t add any value, then the success of the adoption will be compromised. To begin with, one should check if the company goals are being addressed as required; then it should be checked if the required people are there and lastly, all the aspects of the processes should be verified. If there is uncertainty in any of these three areas, then the questions should be revisited till the answers are satisfactory. It is important that laxity does not creep in at any stage.
Step 4: Plan beyond the obvious details
There are other aspects that are involved when ITIL technology is being implemented. How long will it take to implement? How many people are required initially? What are the process-based activities that would be a part of the implementation? These are some questions that need to be referred to. Never opt for an implementation plan that takes over a year to implement. Instead, it is recommended to keep a short adoption window. Implement the technology as quickly as you can, evolve along with it, and make developments as the overall project progresses.
Step 5: Including the stakeholders in the communication cycle
The necessity of proper communication is not restricted to the team itself, but extends to IT and non-IT stakeholders too. They are an important category of people who should be kept in the loop to all things related to ITIL, such as its awareness, training and education. They should have a clear idea of the roles that have to be fulfilled by them. In fact, all instructions connected to ITIL should be communicated in a simple and clear manner to all concerned, so that they understand everything that they need to know.
Enjoying the Success
Once these 5 steps are followed properly and minute details are paid attention to, you can be assured of having a successful ITIL adoption.
Go for it.
Author : Uma Daga
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