Appropriate Ways Managers Should Know About Implementing ITIL

Appropriate Ways Managers Should Know About Implementing ITIL

Appropriate Ways Managers Should Know About Implementing ITIL
Appropriate Ways Managers Should Know About Implementing ITIL

I. ITIL implementations need to be managed as a formal project.

To be successful, a deliberate well-planned project management approach should be taken. It is best not  to engage in ad hoc unconnected activities. Some key considerations include:   Create an overall vision and strategy
  • Assign a program / project manager     
  • Create a project team     
  • Assign: Executive Sponsors, Program Sponsors, Process Owners and other key roles     
  • Develop a project plan and manage it effectively     
  • Assign accountability for desired outcomes
II. It takes resources including time and money.   
Implementing an ITIL Service Desk and all ten support and delivery processes takes years, not weeks or months.  Consider the following:   
There must be sufficient time for planning, and selling the benefits of ITIL 
  • Implementing a single process to a desired level of maturity requires a great deal of management attention
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There are many costs associated with implementation: education costs, project costs,     
purchase of new or upgraded tools and systems, and possibly even the use of external  consultants There will be IT staff required for development and implementation of the       processes, which means new roles have to be created

III.  It will require education and training.

Because everyone has to “speak the same language”, a thorough well-organized education plan should  be developed and executed.   ITIL implementation involves all IT employees – from the very top on down, and all across the board. It’s important to include everyone, and to customize education to suit individual roles and responsibilities.
  • Numerous courses are available on the market to educate (and certify) employees     Training has to go beyond just the ITIL IT Service Management model. An education plan
should also include: Organizational Design, Organizational Change, Leading Change, Process Maturity, Quality and Continuous Improvement, Overcoming Resistance to Change 

 IX.: More than ITIL processes will change.

Implementing ITIL means that attention has to be given to many areas of the organization, not just ITIL
processes. These include:      
  • HR management: compensation, org structures, and reward and recognition have to support new roles and responsibilities      
  • People: new roles, job descriptions, beliefs, values and disciplines have to be firmly planted     
  • Technology has to support new processes     
  • Interrelationships with other business processes has to be considered 

X. A strong Communication Plan will need to be executed.

 In order to ensure successful outcomes, a strong communication strategy and plan are must-haves. 
  • Communication strategy should provide direction     
  • Communication plan should lay out what needs to happen, when, who will be involved and  what needs to be communicated     
  •  Execution of the plan is ongoing and accountability should be assigned for desired outcomes     
  • Senior Management plays a key role throughout the entire program, not just kick-off     
  • Communicate often, and on an ongoing basis, using many different mediums

XI.It takes Management commitment and participation.

  •  It all starts at the top. Senior management must show visible commitment often, and on an  ongoing basis 
  • Follow The  eight step model and advise for Leading Change
-Create a sense of urgency  
-Develop a guiding coalition team 
-Get the vision right
-Communicate for buy-in 
-Empower action 
-Create short term wins  
-Don’t let up 
-Make change stick

XII. Organizational culture will need to change.

In order for change to stick, cultural issues have to be addressed. Examine your culture closely:      
  • The personality of the organization: behaviors, beliefs, systems, written and unwritten policies and procedures, and values     
  • Leadership and management styles and corporate climate     
  • Are you promoting a culture of service and continuous improvement? 

IIXX. There will be resistance.

Be prepared. Resistance to change is inevitable and everyone experiences it to some degree. Leaders  must be prepared to manage this aspect of change effectively in order to help the organization move  quickly from resistance and denial to acceptance. 
  • Resistance patterns are predictable and can be managed, provided a plan has been  developed
Most people resist change because of perceived or real threats. If these are identified,     communication efforts can address these head on

IX: It takes everyone’s involvement.

One way to overcome resistance to change is employee involvement.   Everyone has good ideas to contribute – give employees the opportunity
  • A cross representation of IT is the best solution to building a single process. Don’t focus on
just one group or department; get everyone’s input. All stakeholders can make a valuable contribution Getting as many people involved as possible creates a sense of ownership
I. Every manager should know about implementing ITIL is:  
It’s worth doing!   Implementing best practices according to ITIL will:   
Provide improved business results 
  • Move you from a reactive to a proactive organization     
  • Improve effectiveness and efficiency of IT processes which often leads to reduced IT costs     
  • Improve service delivery
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In Conclusion
There is no silver bullet. Best Practice process development and implementation take a strong  commitment from the organization. And remember, it is not necessary to implement ITIL as is, rather use  it as a guideline and ensure it is fit for purpose.
The Author: Ala'a Elbeheri
                                         Ala'a Elbeheri
A versatile and highly accomplished senior certified IT risk management Advisor and Senior IT Lead Auditor with over 20 years of progressive experience in all domains of ICT.  
• Program and portfolio management, complex project management, and service delivery, and client relationship management.      
• Capable of providing invaluable information while making key strategic decisions and spearheading customer-centric projects in IT/ICT in diverse sectors.    
• Displays strong business and commercial acumen and delivers cost-effective solutions contributing to financial and operational business growth in international working environments.      
• Fluent in oral and written English, German, and Arabic with an Professional knowledge of French.  
• Energetic and dynamic relishes challenges and demonstrates in-depth analytical and strategic ability to facilitate operational and procedural planning.  
• Fully conversant with industry standards, with a consistent track record in delivering cost-effective strategic solutions.    
• Strong people skills, with proven ability to build successful, cohesive teams and interact well with individuals across all levels of the business. Committed to promoting the ongoing development of IT skills  throughout an organization.

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