Implementing ITIL processes can be a daunting task. Where do you start? There are numerous possibilities as ITIL is a best practice framework that is meant to be customized for your organization. Every organization and ITIL project is unique and therefore, the starting point for each organization will vary.
Regarding the starting point, consider the IT pain points for your end users and customers. What is causing them the biggest headache? What is the cost to the business due to this issue?
Once information is available about their IT pain points, analyze the root cause of their issue. Is it downtime due to unauthorized changes? Consider starting with change management. Do incidents take too long to resolve? Start with incident management. Is the business struggling to figure out how to request services? Consider request fulfillment, the service catalog, or business relationship management. The list could continue but if the IT organization recognizes their role in supporting the business, how about starting with the processes or functions which are challenging the business?
Analyzing the IT pain points will provide valuable information regarding a potential starting point for your implementation. Additional review will need to occur to determine if it is feasible to start with the process or function that was identified in the root cause analysis. For example, if the root cause is a lack of configuration information, it may not make sense to begin work on configuration management without a strong change management process in place. The interdependencies of the processes may require that some process work occurs in tandem or that the process work is prioritized in a manner that will ensure maturity in one area is not temporary due to deficiency in another process area.
Starting the implementation by addressing the processes or functions associated with the root cause of the IT pain points will allow the project to identify some quick wins for the business and IT. It is a great way to kick off the project and build momentum.
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