 TEN. - ITIL: implementations shall be dealt with as a formal project.
In order to succedd the project’s management approach must be conscious and carefully planned. It is advisiable not to commit to several incidental activities. Some key considerations to take into account are as follows:
• Creating a comprehensive vision and a strategy.
• Asigning a project/program manager.
• Creating a project team.
• Asigning: Executive Sponsors, Program Sponsors, Process Owners and other key roles (for further details please refer to PinkLink previous articles).
• Developing a project plan and efficiently managing it.
• Asigning responsibilities to achieve desired results.
NINE: Requirement of resources such as time and money.
ITIL Help Desk implementation and the 10 support and presentation whole processes take years to develop, not weeks or months. Take the following into account:
• There must be adequate time for the planning and commercialization of ITIL benefits.
• Implementation of a sole process at a desired ripeness level requires high levels of management focus.
• Many costs relate to the implementation: training costs, project costs, systems and new or updated tools purchase and moreover this might include external consultancy fees.
• IT personnel will be required to develop and implement the processes. This means creating new positions within the IT area will be necessary.
EIGHT: Requirement of education and training.
Given every one must “speak the same language”, a complete and well developed education plan must be created and executed.
• ITIL implementation involves all of IT personnel, at all levels from top to bottom. Including every one is relevant. Also customizing education to every individual role and responsibility position is important.
• In the market there are a large amount of available courses in order to educate (and certify) personnel.
• Training must go beyond a simple IT ITIL Service Administration model. An education plan must also include: Organizational Design, Organizational Change, Direction Change, Process Maturity, Permanent Improvement and Quality, Overcoming Resistance to Change.
SEVEN: Other changes beyond ITIL processes.
ITIL implementation means attention must be paid to many organizational areas, not to ITIL processes only. These changes include:
• Human Resources Department: compensation, organizational structures as well as rewards and recongitions must support new roles and responsibilities.
• Personnel: staff must seriuosly think about its new roles, job positions, believes, values and disciplines.
• Technology must support new processes.
• Interrelationships to other business processes must be considered.
SIX: Necessary Solid Communication Plan.
In order to achieve successful results counting on a coomunication plan and a solid strategy becomes compulsory.
• Communication strategy must provide with guidance.
• Communication plan should state what must happen, when, who will take part and what must be communicated.
• Plan execution is permanent. Asigning responsibilities to achive desired reaults is necessary.
• The Direction plays a key role along the whole program, not at the beginning only.
• By use of different means communication must be fluent and permanent. |
FIVE:Requirement of Management Intervetion and Commitment
• This starts from top. Generla Direction must show a visible frequent permanent commitment.
• Kotter’s eight step model must be followed and advise with regard to Direction Change (for further details refer to previous PinkLink) must be given:
- Prematureness sense must be infused with.
- A conductive coalition must be created.
- A vision and a strategy must be created.
- Vision of change must be communicated.
- Employees must be empowered ot take wide extent actions.
- Short term goals must be generated.
- Profits must be consolidated and further changes must be generated.
- New culture approaches must be rooted.
FOUR: Needed change on organizational culture.
In order to make changes permanent, dealing with cultural matters is necessary. Thorouhgly examine its culture:
• Organization’s personality: behaviours, velieves, systems, written and non written policies.
• Lidership, administration types and operative environment.
• Are you promoting a permanent service and improvement culture?
THREE: The existence of resistence. Be ready. Change resistance is a fact of life and all of us experience this to a greater or lesser degree. Leaders must be prepared to efficiently deal with this change aspect in order to help organization and rapidly overcome change resistance and rejection.
• Resistence patterns are predictable and can be dealt with provided that there is a plan.
• Most people resist change due to real or imaginary threats.
• In case said threats are identified communication efforts can deal with this problem face to face.
• An efficient communication plan helps overcoming change resistnace, this is your overcoming weapon.
TWO: Requirement of everyone to take part.
• A way to overcome change resistance is employee intevention.
• We all can help by bringing up good ideas, with regard to personnel’s opportunity.
• An IT cross-representation is the best solution to achieve a unique process.
• Do not focus on a sole group or department; get everyone’s support.
• All participants can provide with a valuable contribution.
• By allowing most people to intervene a sense of belonging is generated.
And, number ONE among the 10 most significant items every manager must know about ITIL implementation is:
-- It is worth!
By implementing best practices according to ITIL:
• Better business results will be achieved.
• Your organization will go from reactive to proactive.
• IT processes’ efficiency and effectiveness often leading to lower costs on this will improve.
• Rendering of service will improve.
In conclusion
There is no single silver bullet or panacea. Implementation and development of a Good Practice require the organization’s solid commitment. And rememeber, it is not necessary to implement ITIL as is, intead it must be used as a guidance and make sure it adjusts to its purpose.
Source: PinkLink – August 2005 |
