MANAGEMENT OF SERVICES – ROADMAP: IMPLEMENTATION OF ITIL

On this occasion I would like to propose a possible road map of implementation of ITIL, also medium and large companies who have some degree of maturity in its economic sector and who have significant support of information technologies that need to be supported so that the company operate and deliver products and services to their end customers.

Before you begin, it is necessary to ask yourself these questions:

1) Where are we? : Here is with what is currently, people, processes, technology and organization among others.

2) Where are we going? : Here is the next point in time horizon where you should get.

3) How do we get there? : These is the point of the article. It is required to do that projects are necessary to carry out that goal, objectives must be met to reach the desired point.

After solving these questions at the business level it is important to know to what degree of maturity are the current processes and company also. For this, it is common to use the maturity model proposed by CMMI:

Source: http://smartbear.com/SmartBear/media/images/Solutions

Since processes are those that can measure its degree of maturity primarily, take into account for the evaluation points:

– Business value

– Ability to implement processes I.T.

– Quick Fixes or Quick Gains

– Costs associated with the implementation.

– All resources associated with the implementation.

– Side projects of business: priorities.

– Organizational culture.

In the following simple graph below (SIX SIGMA qualifies up to 6) you can see that a way of implementation of ITIL for a company, close to where are the green lines is good time to implement the ITIL service management processes.

However, if the result of the evaluation of maturity, yields that the maturity of the existing I.T. process is very high and the value of the process in the area of technology being delivered to the business. Here possibly entering qualitative issues business. In the high risk area tells us that if a process is not implemented and in alignment with T.I. with business it throws us a high priority and applies to the business risk of the implementation would be high for many reasons and you can fall on any problem of cost overruns, implementation failures, false expectations among others; This could tell us that the business will later make your technology area. Here is where one could think of outsourcing implementations that are going to perform or the phases of implementation of ITIL.

Now, if technology has processes with a high level of maturity but the company value is low, speaks also of an expensive I.T. area making most of what to do, going faster than the business. Here you might think in contracting out the existing operation to reduce costs or not take into account any implementation of ITIL or worse yet a very low prioritization within a company’s projects.


PROCESSES TO IMPLEMENT

For this must take into account two well important elements: i) the level of maturity that has currently process and ii) which are of face to the customer and which support that operation to the customer; According to this typical to implement processes (improving or even redesign – process reengineering), ITIL will be without specifying your order so far:

– Incident management / requests

– Change management

– Problem managemnt

– Service Level management

– Configuration Management

– Releases management

– Capacity management

– Availability management

– I.T. Service Continuity management

– I.T. Financial management.

– I.T. Security management

– Event management / Transactions

We will make the assumption that is approved the project of creating the ability manage I.T. Services using ITIL framework and take the current result found and future desired for the capacity of ITIL in a company that uses as a Framework of operational excellence lean six sigma:

It must be clarified that operational excellence is an ideal in many cases and is used only as a reference point.

The results were:

AS IS TO BE Operational Excellence
Incident management / Request Fulfillment 2 4 6
Change Management 3 3 6
Problem Management 1 3 6
Service Level Management 1 3 6
Configuration Management 0 2 6
Management Releases 0 2 6
Capacity Management 1 3 6
Availability Management 1 3 6
IT Service Management Continuity 0 2 6
IT Financial Management 4 4 6
IT Security Management 2 3 6
Event Management / Transactions 2 4 6

Before proposing the roadmap for the implementation of ITIL, it desirable to take into account the ability to manage information technology services, plays at least these parts:

PROCESSES: It will develop them the area of I.T. in conjunction with a quality area or area of operational excellence in business processes.

INFORMATION: the I.T. area will work with the corresponding area according to the information and the required business entities. For example it will work with the market area to define agreements of service commercially in that process; the development of the financial process work with the financial area of the company; with the area of physical infrastructure for the process of continuity of I.T. service.

TOOLS: The I.T. area of internally if it is in the ability to create software and the necessary platforms for the implementation of management of I.T.  services. If it is not, working with an outsourcing of implementation tools of software, platform among others.


ROADMAP

This is only a proposal, may vary depending on other factors such as those mentioned above, only the ITIL processes. For ease of the scheme:

It is clear that the strategic TOTAL ROADMAP, should include all areas, milestones related to the development of this capability in addition to deliverables related to other areas.

WHAT ABOUT OF ITIL AS A SERVICE

When proposing such things is because the company’s information technology and offers this product to other companies in other verticals in the industry of a country. These are the processes to be implemented with special attention and have a degree of maturity higher and even more specific:

  • Change Management
  • Incident Management / Requests
  • Supplier Management *
  • Patch management *
  • Access Management *
  • I.T. Security Management
  • I.T Continuity Service Management

(*) They were not on the initial list. Given that they are cloud services and managed platforms are there must develop these processes separately.

If you want to know more about how implementing ITIL, contact me here.