Monday, January 18, 2010

10+ Ideas to Jumpstart Your ITIL Processes in 2010

Get serious about creating a more effective and efficient IT organization. We now have to deliver the same levels of service with fewer resources. There's only one way to do that, process improvement. Use ITIL to your advantage and work smarter by reducing the need for re-work, reducing errors caused by change and reducing the duplication of effort.

As we begin a new year, here are 10 things to do to jumpstart your ITIL Processes and get your IT organization back on the right track:

  1. Re-evaluate process objectives to ensure that they are closely aligned with the objectives of the customer organization.
  2. Re-think metrics - What do your metrics and reports tell you about the service you are delivering to your customers? Are you measuring the right things? Are you able to make decisions (and, take action) based on the information? Lastly, don't create reports with pretty charts and graphs that nobody reads. Focus on the important stuff.
  3. Do act on information provided from reports. Use it to make improvements to the process.
  4. Get back to basics. Determine which 3-5 processes provide the greatest value and focus efforts to stabilize these areas. The most bang for your buck generally comes from Incident, Problem and Change Management.
  5. Wait to implement Configuration Management. Develop Incident and Change Management processes first. Once these processes have been established, you'll have a better idea about what information you'll need to keep track of in your CMDB.
  6. Remember KISS (Keep it simple stupid). Don't fall into the trap of trying to do everything at once. It takes time for processes to mature. With Change Management, start by registering changes first. Build a simple RFC form and capture basic change information. As the process matures, you'll be able to determine which information you need and which, you don't.
  7. New to ITIL and don't know where to begin? Survey your customers. Find out where they would like to see improvement. Start there and go for the quick wins. Build momentum based on success.
  8. Understand the business of your customer and develop a basic service portfolio (catalog). One size fits all only works for so long. Different customers require different levels of service. Start with different Incident response & resolution times for business critical services or departments engaged in business critical activities.
  9. Don't create process silos. Create the necessary relationships between processes to ensure that information is easily shared. Use the same nomenclature for all processes. It should be very easy to determine the relationship of an Incident to a problem, change, release or configuration item.
  10. Don't forget the human element. Humans can quickly adjust to change, but only so much at a time. So, don't try to change too much at one time. Allow adequate time for people to adjust to the new way of working.
  11. Bonus: Publicize successes and create incentives. For example, create a newsletter to include milestones and accomplishments and congratulate teams and managers with the shortest resolution times, most error free changes, or most improvement within a given time frame.

Even if you choose just one of the above recommendations to implement this year, you'll be well on your way to delivering added value to your organization and to your customers.

This post was written by guest blogger, Danielle Baker, Managing Director of Red Engine Consulting.


ITSM Training said...

thanks for sharing this useful and informative posting with us..

Anonymous said...

Good Advice. But what would be considered the Basic Change Information to begin a RFC Form?

Administrator said...

Thanks for the question. The basic change information that should be recorded on an RFC form should, at a minimum, include:

Planned (and actual)date and time of change, what is being changed, name of change owner/requestor, impacted user groups, change details (procedures, etc.), impacted Configuration Items(infrasctructure & applications), IT Services, Change result (PIR).

Of course, there is alot more that can be collected on a change. However, this is a good place to start.

Good luck,

ITSMSpot Team