ITIL implementation
From IT frameworks
This page is to provide tips on implementation of ITIL processes. Feel free to add but keep it simple.
List of what has to be done is provided.
Contents |
To do
- Link documents to PRINCE2 templates
- Add more substance to all sections
- Example project. eg. Implementing Access Management
Find the "why"
Communication: Business Case, Process policy
Talk to the customer. Sponsorship for the project will be needed. The Business Case will be the justification for use of resources. Achievable measurable business benefits should be written in an understandable manner. Keep the goals SMART:
- Specific
- Measurable
- Achievable
- Realistic
- Timely
The Business Case will help to produce policies and guidelines. Why? = Business Case and Process Policy.
The Business Case contains:
- Communication plan
- Time
- Cost
- Quality
- Benefits
Design goals and objectives
Communication: Requirements specification, List of Objectives, Scope.
The link between the business benefits > goals > objectives should be visible. The List of Objectives should inform when goals are reached. The Scope of the process must be defined. What will be process be responsible for? What are the boundaries of the process?
Awareness campaign
Communication: Emails, presentations.
Let users know an exciting pilot phase of the process is soon to happen. Ask for team members to help design and own the process.
Define roles and responsibilities
Communication: Process Owner/Process Manager job descriptions designed and accepted.
Process Manager role must be accepted here. List process activities and create initial RACI matrix over responsibilies.
- Responsible
- Accountable (Max one Accountable per activity)
- Consulted
- Informed
Define process
Communication: Definitions and terms to be used, initial draft of the process.
Define interaction
Communication:
Define measurement methods
Communication: How will improvements be found? reported? measured? Metrics & KPIs.
Define technology
Communication: Chosen software, hardware, applications.
Define training
Communication: Updated courses available to users
