As businesses continue to seek integrated IT solutions that can help drive profits, an increasing number of companies are implementing practical methodologies of the Information Technology Infrastructure Library (ITIL). Using an ITIL framework for IT projects can provide corporate leaders with a comprehensive set of tools aimed at achieving dynamic IT solutions. These tools not only support overall organizational goals, but also help build positive client relations.
ITIL Implementation Overview
ITIL practice methods involve a variety of steps to help turn company change into responsive and profitable reality. The process generally starts by assessing the organization to derive what is working and what is not working. Collective goals are then set to address the changes needed in the organization’s IT infrastructure if goals are to be attained. At this point, budget constraints are addressed and the goal may be readjusted.
Next, an action plan is put in place to achieve the goal over a set time period. Analytics are built into the project so that as the work rolls out, data-driven adjustments can be made if needed. As the project develops, continuous improvement plays an important role in keeping IT solutions in line with organizational goals. Being flexible and responsive in interpreting the process across variable business settings is part of the important practice methodologies professionals can acquire with formal training and experience.
Support Service Processes and Service Delivery Processes
IT leaders can invest in training to prepare for ITIL framework implementation. Training typically includes a variety of courses aimed at addressing the processes needed to develop and manage projects effectively. There are “Support Service Processes” and “Service Delivery Processes” that are covered in ITIL training.
Support Service Processes
Projects in these areas look at building a stronger infrastructure to improve client relations while balancing organizational goals and budgets:
Delivery Service Processes
Projects in these areas aim to streamline resources and reduce redundancy in the process of delivering high quality goods or consistent services to valued clients and customers repeatedly over time:
IT managers looking to engage in powerful change aimed at driving aggressive business goals should consider adopting the process-driven approach of ITIL methodologies in their problem-solving practices. For IT managers considering implementing an ITIL framework, the following 10 tips can provide some practical guidance:
- Utilize the power inherent in the process
While companies may choose just one or two processes as a central focus, these processes will overlap with other areas of the organization that may also need attention. Assessing the overlapping interdependencies accurately before the project is underway is important to avoiding constraints once the project unfolds. Adjustments in one area can help drive necessary change in others.
- Consider the “big picture”
After an ITIL implementation, organizations may find themselves with new roles to be addressed and new IT functions to develop. While no preliminary plan can cover all situations that may arise from implementing change, it is good to look ahead to see how growth needs may be addressed so that positive changes can be sustained throughout the organization.
- Practice effective communication
Change impacts different areas throughout an organization in different ways. Engaging in open communication about the process can help prepare teams for necessary adjustments along the way. Investing in effective training as new procedures roll out can help boost engagement across organizational divisions.
- Set realistic goals
Taking time on the front end to accurately plan the project means setting goals that are challenging but attainable. This is important not only to conserve resources, but also to build engagement of key stake holders.
- Set the stage for success
Formally involving stakeholders in the process from the beginning and establishing communication and regular updates is important to secure sustained support for the project over time.
- Balance short-term and long-term goals
Teams need to experience success and celebrate goal-completion in order to maintain a positive, long-term momentum. Providing built in positive feedback can help mitigate resistance to change and can also build more synergistic teams.
- Integrate processes
While change may look easy from the outside, from the inside it is achieved with strong, meticulous planning involving well-orchestrated steps. Understanding how ITIL processes interface with others in the system can help provide stronger end results.
- Set informed priorities and complete the process in steps
Understanding how the various processes interrelate can also help inform effective priority management as the project rolls out. In addition, seeking expert consultation to assess project feasibility ahead of time can save time and money down the road.
- Create a plan for sustained forward momentum
Utilizing an ITIL strategy can take several months to complete. Different parts of the organization will be rolling out changes at different times. It is important that as momentum shifts from one group to the next, the overall coherence of the project is not lost. Using the built in project analytics to set goals across divisions can help areas stay engaged over the life of the project.
- Streamline technology
An ITIL framework can be a powerful tool for implementing IT changes that enhance client satisfaction and user experience. Within the organization it can mean improving internal communications, eliminating redundancies and positively impacting employee work routines.
ITIL solutions can be flexible, responsive and effective when implemented skillfully. Leading ITIL implementation projects generally require comprehensive knowledge and skill sets. For those looking to advance their careers in this area, online education can offer the flexibility needed to reach professional goals while remaining employed full-time.