So much discussion these days on ITIL, ITSM and all the parts and pieces. Talk with industry colleagues and you hear things like "it is to big and difficult to implement in any organization". What is the benefit? How much will it cost? Will it slow us down to much?
I don't think you need to implement all of it up front, but I do think you need to define your process(s) and overall vision. It is important to show all the input(s) and output(s) of your process. Take for example Change Management, usually a good place to start. Implement Change Management process, but have the hooks embedded up front on how incident, problem, and request management will be an input to Change Management. Once you start to implement Incident or Problem management, the process(s) are ready to interconnect with each other. It is essential not to turn these individual ITSM process(s) into silos, they work together and are input/output to each other. So that overall vision or map is essential.
The other side of the coin, when you start looking for a tool to support your process, the tool should align to your overall vision, not just one process. Buying a tool for just Change Management would be a mistake, you need to buy a tool that can do all the process(s) in your total vision or map. Don't need to turn these on in the tool or pay for them day 1, add them as you go, but make sure it will deliver long term the modules you need.
It is also important your organization structure will support your ITSM goals. Having an overall ITSM manager will not only help with implementation, process alignment, but organizational adoption. Approaching this as a part time job or "when you have time" always leads to failure. It will take back seat to many other priorities. It will be important to have organizational alignment to promote success of these efforts.
I believe ITSM efforts are worth it, and it is hard to implement, but not impossible. With a good process, organizational support, and good tools, it can bring great benefit to your organization.
Keep it positive!
Scott Arnett
scott.arnett@charter.net
About Me
- Scott Arnett
- Scott Arnett is an Information Technology & Security Professional Executive with over 30 years experience in IT. Scott has worked in various industries such as health care, insurance, manufacturing, broadcast, printing, and consulting and in enterprises ranging in size from $50M to $20B in revenue. Scott’s experience encompasses the following areas of specialization: Leadership, Strategy, Architecture, Business Partnership & Acumen, Process Management, Infrastructure and Security. With his broad understanding of technology and his ability to communicate successfully with both Executives and Technical Specialists, Scott has been consistently recognized as someone who not only can "Connect the Dots", but who can also create a workable solution. Scott is equally comfortable playing technical, project management/leadership and organizational leadership roles through experience gained throughout his career. Scott has previously acted in the role of CIO, CTO, and VP of IT, successfully built 9 data centers across the country, and is expert in understanding ITIL, PCI Compliance, SOX, HIPAA, FERPA, FRCP and COBIT.
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