ITIL Implementation - Implementation

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DE - ES - ITIL Selection and Implementation of Application Systems

Step 9: Selection and Implementation of Application Systems

If the processes are fully designed and documented in the form of detailed ITIL process flows, their actual implementation can be initiated.

If new or changed application systems are needed in order to support the processes, these must first be procured or developed and implemented.

Define the System Requirements

Description

The functional requirements of the application systems are mainly derived from the detailed process descriptions – these illustrate which activities the application system is to support.

Further requirements may be added (example: „The creation of a new Incident must be possible from within the Outlook address book“).

The definitions of the process outputs describe which data are processed within the system. The process “Register an Incident” for example, generates an „Incident Record“ – the system must therefore be able to hold such a data structure and offer suitable user interfaces for viewing and editing.

Finally, all non-functional requirements are to be recorded, so that on the whole the following structure results for the requirements document:

• Functional requirements
  • Reference to the detailed process models
  • Additional requirements related to functionality
  • Definitions of the process outputs (data-structures)
  • Reporting functionality

• Non-functional requirements
  • Requirements related to capaci­ties and quantities
  • Performance and turnover
  • Scalability/ Expansion
  • Availability

• Requirements from the operational viewpoint

• Requirements from the viewpoint of IT Security

• Interfaces with other systems

• Annex
  • Process models
  • Data to be imported from previously existing systems

Once the requirements are complete, an itemized and prioritised list is extracted from the requirements document, which is used as a matrix for the evaluation of suppliers. The requirements should be categorised, like in the following example:

• Knock-out criteria (Prio 1)
• Important requirements (Prio 2)
• Desirable requirements (Prio 3)

Objective of this Project Step

• Definition of the requirements for new or changed application systems

Prerequisites

• Detailed process descriptions in the form ITIL process flows
• Guidelines/ checklists
• Definitions of the process outputs

Results/ Deliverables

• Requirements document for applications to be changed or procured
• Prioritized list of requirements

Success Factors

It is important not to limit oneself to functional aspects when pinning down the system requirements. Operational aspects are equally important, as are possibilities to expand the system – especially if the introduction of further ITIL processes is to follow.

Relevant Views of the ITIL Process Map V3

The detailed process descriptions from the ITIL Process Map V3 are an important part of the system requirements.

In addition to this, checklists/ document templates support the definition of the process outputs. The attributes usually assigned to an Incident Record, for example, can be found in the checklist "Incident Record".

Select System(s) to Support the To-Be Processes

Description

Suppliers of suitable systems are submitted to a systematic evaluation upon the basis of the list of requirements.

A three-stage approach has proved to be most efficient for this purpose:

• Firstly, a larger number of suppliers may be approached in writing; the aim here is to find suppliers which are able to fulfill the most important requirements

• This results in a short-list of suppliers, who are requested to submit a concrete offer that also contains information about license fees and implementation costs

• The final decision is made after a visit by reference clients and possibly a test-installation by the leading contender

Objective of this Project Step

• Selection of suitable system(s) and supplier(s) for the application system due to be procured

Prerequisites

• Requirements document for appli­cations to be changed or procured
• Prioritized list of requirements

Results/ Deliverables

• Evaluation of systems and suppliers

Success Factors

The number of vendors included in the selection process should not be too large – the product surveys published by the Gartner or Forrester Groups provide excellent assistance when compiling a first list of possible candidates (check the Internet under www.gartner.com or www.forrester.com)

Implement the Systems

Description

Which individual steps are part of the implementation will depend in a great measure upon the type of application and its operational environment.

It is usually most efficient to make use of the system-suppliers' expertise when customizing and implementing the new application(s).

Objective of this Project Step

• Implementation of the new/ changed application system(s), so that they are ready to support the processes to be introduced

Prerequisites

• Selected system supplier(s)
• Detailed process descriptions in the form of ITIL process flows
• Guidelines/ checklists
• Definitions of the process outputs

Results/ Deliverables

• Fully implemented and operational application system(s)

Relevant Views of the ITIL Process Map V3

The detailed process descriptions ) and definitions of guidelines and process outputs serve as blueprints for the configuration of the systems.

Following Project Activity:

→ ITIL Implementation - Step 10: Process Implementation and Training