Once a company has decided to invest in implementing an Information Technology Infrastructure Library® (ITIL), a certified ITIL professional can start the transition with a multi-faceted approach. Although the process may differ slightly from organization to organization, protocol will generally follow the following stages:
Human nature dictates that change is better received when communicated in advance with a clear understanding of the process and expectations of everyone involved. In a business setting this means educating leaders to share the goals and potential of the ITIL implementation process as clearly and precisely as possible. This is where allocation of resources and training begin. A skilled ITIL professional can tailor the communication to the specific needs and language of each area or department providing concrete examples of how investing in the learning curve will benefit individuals and the company.
Effective ITIL organization-wide communication should include detailed communication with all leaders, President, CEO’s, CIO’s CTO’s, CFO’s etc., as well as IT Operation directors, IT managers, business unit managers, board of trustees or board of directors, union representatives if applicable, and any other constituent who will be directly or indirectly affected by changes. A trained ITIL professional is worth his or her weight in gold when it comes time to rolling out the communication in a tactful, comprehensive, and user-friendly way.
The ITIL leader can prepare a baseline assessment and implement the communication process across all parts of the organization. This vital step in the process will show the organization’s current ITIL compliance standards and may allow all parties to voice in great detail what is satisfactory and where there are lapses in current system communication and application. Once all data is collected and analyzed, a detailed report is made available and the ITIL professional can propose a more detailed process for ITIL implementation.
At this stage in the process the organization has already narrowed down its sequence and timeframe for implementing the ITIL efficiently. As it is adapted, the ITIL structure will go through transformations as various sectors of the business organization come on board and integrate their IT within the structure. The process is repeated with products and services and the ITIL framework is then managed to reach target levels of performance within system-wide strategic goals. Alignment adjustments with relation to efficiency and goal setting are ongoing.
By stage four, additional training may be necessary, as well as the addition of ITIL professionals with specialty concentration to promote and direct a variety of goals throughout the organization. Adjusting and streamlining the ITIL framework is an ongoing process, and placing key ITIL leaders in critical roles will secure the investment and promote company-wide success.
Scheduled information sessions where ITIL leaders communicate data driven adjustments and decisions creates stakeholder confidence and boosts confidence in the ITIL implementation process. Staff across all levels should receive regular updates on the process and the benefits of the ITIL roll out as it is happening.
At this stage, Service Desk professionals will be working with a streamlined protocol to provide all internal customers with information regarding usage, satisfaction ratings, and other pertinent data. ITIL resource documents will be processed and available at a central place such as an internal resource center. To maintain continued momentum toward organizational goals, an internal network of communication needs to be regularly updated.
At this stage of ITIL implementation, the power of the process starts to unfold and profitability in the process can be measured. All the documents for a comprehensive list of services, costs, inventory, and other items, are more streamlined and easily analyzed at this stage. Communication channels are open and flowing efficiently allowing for any necessary midstream adjustments, realizing that rapid response time leads to measurably higher satisfaction ratings.
At this advanced stage, more precise contracts between the IT department and external vendors are in place. Security systems are tight, and protocol to recover from unforeseen challenges is fully operational. All business units have an established and regular communication with an IT point person regarding any on-going compliance communication.
As the ITIL implementation process continues to evolve, the role of the certified ITIL professionals and the synergy they bring to the project remains a key element. Ongoing monitoring and back-office adjustments will drive the long-term success of an ITIL implementation project. A certified ITIL professional can help integrate the ITIL terminology and goals into individual and division-wide annual performance reviews, incentive plans, and company goals.
Although the implementation of an ITIL framework is a lasting commitment, getting it right the first time is critical, and keeps savvy companies ahead of their competition. Organizations that invest in ITIL-certified professionals, backed by accredited programs, are investing in the security that the ITIL implementation process will be aggressively executed with best practice strategies in place. As data driven growth increases, the power of a comprehensive and responsive ITIL framework becomes vital for enduring viability in a steeply competitive global marketplace.