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Want to find out more about ITIL:
What do you perceive as the Success Factors
of applying ITIL?
Best
Practice:
-
Proven
best practices used by many top private and public companies that
delivered results
-
It
gives a good structure for the organisation as far as development
of processes and procedures.
-
Proven
best practices used by many top private and public companies that
delivered results
-
It
gives a good structure for the organisation as far as development
of processes and procedures.
-
Best
Practice
-
A
foundation against which to measure
-
The
framework is there, it is best practice, you can talk to others
about their experiences as it is now widespread. Management
can be more easily convinced to support
you.
-
Alignment
to business need
Consistency:
-
Consistency
in the use of processes and procedures.
-
Consistency
-
Providing
a consistent service that can improve in quality over
time.
-
To
bring consistency to a diverse IT
environment
Standardisation/Common
terminology:
-
Common
terminology and definition of processes and functions is the
primary success factor. If the international IT industry uses
the same ITIL definitions, the world would be a less complex
place
-
Standardisation
-
Getting
everyone talking a common
language
-
Everyone
using the ITIL terminology
-
Adaption
of common
terminology
User
Benefits:
-
Cost
savings
-
Reduce
data duplication and
redundancy
-
Improve
process understanding
-
Demonstrate
to business the benefits of user
pays
-
Effective
aid-tools supporting specific different type of processes in
organisations
-
Improved
service delivery to our
clients
-
Having
a framework with which to easily identify
gaps
-
When
there are benefits for all parties concerned. And that after
implementation, it is of business value to the
organisation.
-
Increased
assurance is provided to the business that processes are in place
to give an efficient and business focussed IT
Service
-
Better
tracking, increased customer service, management control quality
product and services
-
Increased
knowledge on the processes and systems across departments and
offices
-
Increased
moral and better adaptation to
change
-
No
need to re-invent the process
flow
-
Building
on existing practices rather than starting
anew
Comprehensiveness:
-
Uncomplicated
processes
-
Comprehensiveness
-
Relatively
easy to understand
-
Understanding
what your services are
-
ITIL
describes very well the relationship between processes and brings
an organisational focus to the work of
individuals
These are Critical Success Factors
recommendations to improve ITIL’s
success:
Organisational
issues:
-
Ability
of an organisation to compromise and accept
standards
-
Support
from upper management
-
Establishing
culture of service
management
-
Buy
in and tailoring Support from senior
management/CIO
-
Management
support from the top
-
There
must be a real, communicatable vision with the realistic
timeframes set. A organisational change management program is
essential
-
Buy-in
from the business and management is a critical success factor in
implementing ITIL. The business also has to be willing to
embrace change and possess a holistic view of the benefits to
be gained over the long term, not just
immediate.
-
Organisation
mind, executive purpose, business process improvement and business
systemize etc.
-
Even
if ITIL was made out of Best Practices, it is not the best
solution. We need to consider our situation and purpose,
then change ITIL in a suitable way and apply it to our
organisation.
-
CEO’s
Interest, ITIL training and ITIL
organisation
People
Issues:
-
Management
and staff belief in ITIL
vision
-
Understanding
how the framework can be applied to your business and getting
people on board
-
Training
for all/most IT staff
-
Less
staff
-
Change
our mind of IT Service and persuade
customers.
-
Manager’s
strong will
-
Improve
staff mobility
-
Effective
leadership and desire for improvement is
fundamental
-
Everyone
agreeing to implement across all areas of the
Organization.
Others:
-
Flexibility
-
Required
budget available
-
Plan
that provides regular stream of wins during
implementation
-
Repeatability
-
Monitoring
the performance of processes
-
Reviewing
and improving
-
Ability
to build and maintain configuration
database
-
Building
a reasonable cost model
-
Repeatability
-
Process
improvement
-
Evangelise
-
Do
it better/ Do it cheaper
-
CSF
of putting the procedures of ITIL into place is that the ability
to evaluate the impact on the cost decreased and to provide stable
IT service to business area.
-
Well
awareness of ITIL
-
Continuity
What do you perceive as the
major issues of ITIL?
Implementation
Process:
-
Early stages of
implementation, not enough data to make
judgment.
-
It is very complex and
difficult to explain to the beginning
person
-
Overwhelming
detail-understanding where to start
-
Implementing the
change
-
Implementation
Costs
Issues:
-
Major issues with the
expense of the material put out by the
organisation.
-
Upfront costs to
implement
-
Most SMEs can’ afford
the resource
-
Cost of time required
for formal ITIL training
Technology and Business
Issues:
-
Lack of systems
support
-
Need to keep up with
technology and business
developments.
People
Issues:
-
Dealing with the people
issue
-
Change management of
staffs
-
People’s
inability(behaviour) to treat a new method as a formula or recipe
and prescribe it- if anything fails.
-
Implementation and
internal culture
-
Cultural
acceptance
Language/Terminology:
-
Language issues (very
texty)
-
Language-can be hard to
establish
-
Terminology change for
our organisation
Others:
-
To-date, the major
issue for me is that the marketing of the service management &
service delivery processes has been so effective that people
do not realise that ITIL extends from business right across to
infrastructure management. Many people/organisations think that
the 10/11 sm & sd processes are all ITIL
is.
-
Configuration database
as help tool in Change Management-huge piece of work and not easy
to scale
-
ITIL works because we
all sing from the same hymn sheet.
-
Don’t tinker with
it
-
Experience within the
industry
-
For large
organisations, it is a relatively slow change because of the
size
What do you perceive
as the Success Factors of applying
ITIL?
-
Proven
best practices used by many top private and public companies that
delivered results
-
It gives a good structure for the
organisation as far as development of processes and
procedures.
-
Increased knowledge on the processes and
systems across departments and offices.
-
Consistency in the use of processes and
procedures.
-
Better tracking, increased customer
service, management control quality product and
services
-
Increased moral and better adaptation to
change.
-
Alignment to business
need
-
Flexibility
-
Management and staff belief in ITIL
vision
-
Required budget
available
-
Plan that provides regular stream of
wins during implementation
-
Building on existing practices rather
than starting anew
-
Common terminology and definition of
processes and functions is the primary success factor. If the
international IT industry uses the same ITIL definitions, the
world would be a less complex place
-
Repeatability
-
Uncomplicated
processes
-
No need to re-invent the process
flow
-
Good base
information
-
Clearly defining the
processes
-
Monitoring the performance of
processes
-
Reviewing and
improving
-
Standardisation
-
Comprehensiveness
-
Relatively easy to understand
-
Adaption of common
terminology
-
Ability of an organisation to compromise
and accept standards
-
Support from upper
management
-
Establishing culture of service
management
-
Ability to build and maintain
configuration database
-
Understanding what your services
are
-
Building a reasonable cost
model
-
Best Practice
-
Repeatability
-
Consistency
- Understanding how the framework can be applied
to your business and getting people on board
-
Reduce data duplication and
redundancy
-
Improve process
understanding
-
A foundation against which to
measure
-
Buy in and tailoring Support from senior
management/CIO
-
Training for all/most IT
staff
-
Evangelise
-
Demonstrate to business the benefits of
user pays
-
Do it better/ Do it
cheaper
-
Less staff
-
Management support from the
top
-
Effective leadership and desire for
improvement is fundamental
-
There must be a real, communicatable
vision with the realistic timeframes set. A organisational
change management program is essential
-
From my experience, buy-in from the
business and management is a critical success factor in
implementing ITIL. The business also has to be willing to
embrace change and possess a holistic view of the benefits to
be gained over the long term, not just
immediate.
-
The framework is there, it is best
practice, you can talk to others about their experiences as it is
now widespread. Management can be more easily convinced to
support you.
-
Effective aid-tools supporting specific
different type of processes in organisations
-
Organisation mind, executive purpose,
business process imp |