ITIL Introduction in Stages: Difference between revisions

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It is also possible to introduce a subset of ITIL processes or to proceed in phases.
Rather than introducing the full set of ITIL recommendations at once, most organizations start with a subset of ITIL processes.


The prevailing motivation for the introduction of ITIL is often a desire to be able to deal with Incidents more professionally. This requires the availability of a central point-of-contact for the user, where calls are received and the necessary steps for the correction of the error taken (the „[[Service Desk and Incident Management]]“ process).
The prevailing motivation for the introduction of ITIL is often a desire to be able to deal with Incidents more professionally. This requires the availability of a central point-of-contact for the user (known in ITIL as the “Service Desk”), where calls are received and the necessary steps for the correction of the error taken.


==Step 1: Taking Care of Incidents and Problems==


==== Step One: Taking Care of Incidents and Problems ====
In order to realize this, an ITIL introduction frequently begins with the "[[Incident Management|Incident Management]]" process, supported by "[[Problem Management|Problem Management]]", to take care of deeper-running problems. If possible, "[[Service Asset and Configuration Management|Configuration Management]]" should be included, because reliable data on the IT infrastructure will significantly improve the effectiveness of Incident and Problem Management.


In order to realise this, an ITIL introduction frequently begins with the processes „[[Incident Management]]“, supplemented by „[[Problem Management]]“, which takes care of errors that are only able to be corrected with considerable effort. In the course of this, the process „[[Configuration Management]]“ should also be added, as it is necessary for the availability of reliable data pertaining to the IT infrastructure. Configuration Management is the pre-condition for the efficient processing of Incidents, as well as for the identification of underlying trends, like e.g. recurring defects on a certain type of PC.
==Step 2: Change and Release Management==


==== Change and Release Management as a Second Step ====
The enterprise as a whole depends on an up-to-date, reliable and secure IT infrastructure in order to support its business processes.


The enterprise as a whole depends on an up-to-date, reliable and secure IT infrastructure in order to support its business processes.
The effects caused by unauthorized or uncoordinated changes to this infrastructure are often not only undesired, but can also lead to business disruptions.


The effects caused by unauthorised or un-coordinated changes to this infrastructure are often not only undesired, but can also lead to business disruptions.
For this reason it is of particular importance to many businesses, that changes to the IT infrastructure only take place in a coordinated way. The second phase of an ITIL introduction therefore often seeks to establish the "[[Change Management]]" and "[[Release and Deployment Management|Release Management]]" processes.


For this reason it is of particular importance to many businesses, that changes to the IT infrastructure only take place in a coordinated way. The second phase of an ITIL introduction therefore often seeks to establish the [[Change Management|Change]] and [[Release and Deployment Management]] processes.
==Step 3: Focus on the Client==


Continuing the above example of a defective PC, the user can be assisted far sooner if Change and Release Management are in place. The key here is to block changes of which Change Management (and therefore, the Service Desk) is not aware, so that it is known without doubt at any time what programs are installed on the PC, what are its hardware components, etc.
In a third step, the conditions are created for agreeing and monitoring service levels. This will mainly require a "[[Service Level Management]]" process, but also "[[Capacity Management]]", "[[Availability Management]]" and "[[IT Service Continuity Management]]" to make sure that the relevant service level targets are actively managed.


==== Third Step: Focus on the Client ====
<p>&nbsp;</p>


In a third step, the conditions are created for an agreement with the [[ITIL Glossary#Client (Contract Partner)|client]] as to what are his IT requirements, and to determine how much he is prepared to pay for these services. For this purpose the [[ITIL Processes#Service Strategy|Service Strategy]] processes are introduced.
''' Back to: ''' &#8594; '''[[ITIL Implementation|ITIL Implementation - ITIL Implementation in 10 Steps]]'''


Taking the example further, in the case of our defective PC there would now be a binding rule as to how swiftly the problem must be resolved.
<html>By:&#160;&#160;Stefan Kempter&#160;<a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>


==== Modular ISO Certification ====
<p>&nbsp;</p>
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In the same way as ITIL processes can be introduced as subsets, a certification according to [[ISO 20000]] is also possible for parts of the entire scope.
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Latest revision as of 11:49, 30 March 2019

DE - ES - ITIL Introduction in Stagesdiese Seite auf Deutschesta página en español
DE - ES - ITIL Introduction in Stages


Rather than introducing the full set of ITIL recommendations at once, most organizations start with a subset of ITIL processes.

The prevailing motivation for the introduction of ITIL is often a desire to be able to deal with Incidents more professionally. This requires the availability of a central point-of-contact for the user (known in ITIL as the “Service Desk”), where calls are received and the necessary steps for the correction of the error taken.

Step 1: Taking Care of Incidents and Problems

In order to realize this, an ITIL introduction frequently begins with the "Incident Management" process, supported by "Problem Management", to take care of deeper-running problems. If possible, "Configuration Management" should be included, because reliable data on the IT infrastructure will significantly improve the effectiveness of Incident and Problem Management.

Step 2: Change and Release Management

The enterprise as a whole depends on an up-to-date, reliable and secure IT infrastructure in order to support its business processes.

The effects caused by unauthorized or uncoordinated changes to this infrastructure are often not only undesired, but can also lead to business disruptions.

For this reason it is of particular importance to many businesses, that changes to the IT infrastructure only take place in a coordinated way. The second phase of an ITIL introduction therefore often seeks to establish the "Change Management" and "Release Management" processes.

Step 3: Focus on the Client

In a third step, the conditions are created for agreeing and monitoring service levels. This will mainly require a "Service Level Management" process, but also "Capacity Management", "Availability Management" and "IT Service Continuity Management" to make sure that the relevant service level targets are actively managed.

 

Back to: → ITIL Implementation - ITIL Implementation in 10 Steps

By:  Stefan Kempter , IT Process Maps.

 

Step 1: Taking Care of Incidents and Problems › Step 2: Change and Release Management › Step 3: Focus on the Client

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