ITIL Implementation - Implementation: Difference between revisions
From IT Process Wiki
mNo edit summary |
No edit summary |
||
| Line 1: | Line 1: | ||
<seo metakeywords="itil deliverables, itil application requirements" metadescription="ITIL: Application System requirements... The functional requirements of the application systems are mainly derived from the detailed ITIL process descriptions." /> | <seo metakeywords="itil deliverables, itil application requirements, itil application system" metadescription="ITIL: Application System requirements... The functional requirements of the application systems are mainly derived from the detailed ITIL process descriptions." /> | ||
<imagemap> | <imagemap> | ||
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL Selection and Implementation of Application Systems|100px | Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL Selection and Implementation of Application Systems|100px | ||
| Line 13: | Line 13: | ||
|} | |} | ||
<p> </p> | |||
If new or changed application systems are needed in order to support the processes, these must first be procured or developed and implemented. | If new or changed application systems are needed in order to support the processes, these must first be procured or developed and implemented. | ||
<p> </p> | |||
== Define the System Requirements == | |||
==== Objective of this Project Step ==== | |||
* Definition of the requirements for new or changed application systems | |||
<p> </p> | |||
==== Description ==== | ==== Description ==== | ||
| Line 27: | Line 33: | ||
Further requirements may be added (example: „The creation of a new Incident must be possible from within the Outlook address book“). | 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 | 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: | Finally, all non-functional requirements are to be recorded, so that on the whole the following structure results for the requirements document: | ||
| Line 53: | Line 59: | ||
** Data to be imported from previously existing systems | ** Data to be imported from previously existing systems | ||
Once the requirements are complete, an itemized and | Once the requirements are complete, an itemized and prioritized list is extracted from the requirements document, which is used as a matrix for the evaluation of suppliers. The requirements should be categorized, like in the following example: | ||
* Knock-out criteria (Prio 1) | * Knock-out criteria (Prio 1) | ||
| Line 59: | Line 65: | ||
* Desirable requirements (Prio 3) | * Desirable requirements (Prio 3) | ||
<p> </p> | |||
==== Prerequisites ==== | ==== Prerequisites ==== | ||
| Line 68: | Line 72: | ||
* [[ITIL-Checklists|Guidelines/ checklists]] | * [[ITIL-Checklists|Guidelines/ checklists]] | ||
* Definitions of the process outputs | * Definitions of the process outputs | ||
<p> </p> | |||
==== Results/ Deliverables ==== | ==== Results/ Deliverables ==== | ||
| Line 73: | Line 79: | ||
* Requirements document for applications to be changed or procured | * Requirements document for applications to be changed or procured | ||
* Prioritized list of requirements | * Prioritized list of requirements | ||
<p> </p> | |||
==== Success Factors ==== | ==== Success Factors ==== | ||
| Line 78: | Line 86: | ||
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. | 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. | ||
<p> </p> | |||
==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>==== | ==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>==== | ||
| Line 83: | Line 92: | ||
<span style="color:#5d5d5d">The detailed process descriptions from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are an important part of the system requirements.</span> | <span style="color:#5d5d5d">The detailed process descriptions from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are an important part of the system requirements.</span> | ||
<span style="color:#5d5d5d">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".</span> | <span style="color:#5d5d5d">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|checklist "Incident Record"]].</span> | ||
<p> </p> | |||
== Select System(s) to Support the To-Be Processes == | |||
==== Objective of this Project Step ==== | |||
* Selection of suitable system(s) and supplier(s) for the application system due to be procured | |||
<p> </p> | |||
==== Description ==== | ==== Description ==== | ||
| Line 100: | Line 116: | ||
* The final decision is made after a visit by reference clients and possibly a test-installation by the leading contender | * The final decision is made after a visit by reference clients and possibly a test-installation by the leading contender | ||
<p> </p> | |||
==== Prerequisites ==== | ==== Prerequisites ==== | ||
| Line 108: | Line 122: | ||
* Requirements document for applications to be changed or procured | * Requirements document for applications to be changed or procured | ||
* Prioritized list of requirements | * Prioritized list of requirements | ||
<p> </p> | |||
==== Results/ Deliverables ==== | ==== Results/ Deliverables ==== | ||
* Evaluation of systems and suppliers | * Evaluation of systems and suppliers | ||
<p> </p> | |||
==== Success Factors ==== | ==== 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 | The number of vendors included in the selection process should not be too large – the product surveys published by the [http://www.gartner.com Gartner] or [http://www.forrester.com Forrester] Groups provide excellent assistance when compiling a first list of possible candidates. | ||
<p> </p> | |||
== Implement the Systems == | |||
==== 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 | |||
<p> </p> | |||
==== Description ==== | ==== Description ==== | ||
Which individual steps | Which individual steps must be taken for system 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). | It is usually most efficient to make use of the system-suppliers' expertise when customizing and implementing the new application(s). | ||
<p> </p> | |||
==== Prerequisites ==== | ==== Prerequisites ==== | ||
| Line 136: | Line 159: | ||
* [[ITIL-Checklists|Guidelines/ checklists]] | * [[ITIL-Checklists|Guidelines/ checklists]] | ||
* Definitions of the process outputs | * Definitions of the process outputs | ||
<p> </p> | |||
==== Results/ Deliverables ==== | ==== Results/ Deliverables ==== | ||
* Fully implemented and operational application system(s) | * Fully implemented and operational application system(s) | ||
<p> </p> | |||
==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>==== | ==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>==== | ||
<span style="color:#5d5d5d">The detailed process descriptions | <span style="color:#5d5d5d">The detailed process descriptions and definitions of guidelines and process outputs serve as blueprints for the configuration of the systems.</span> | ||
<p> </p> | |||
'''Following Project Activity''': | '''Following Project Activity''': | ||
| Line 151: | Line 178: | ||
→ ITIL Implementation - Step 10: '''[[ITIL Implementation - Training|Process Implementation and Training]]''' | → ITIL Implementation - Step 10: '''[[ITIL Implementation - Training|Process Implementation and Training]]''' | ||
<p> </p> | |||
<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL V3]][[Category:ITIL implementation]] | [[Category:ITIL V3]][[Category:ITIL implementation]] | ||
<!-- --- --> | <!-- --- --> | ||
Revision as of 19:18, 16 September 2011
<seo metakeywords="itil deliverables, itil application requirements, itil application system" metadescription="ITIL: Application System requirements... The functional requirements of the application systems are mainly derived from the detailed ITIL process descriptions." />
| Step 9: Selection and Implementation of Application Systems |
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
Objective of this Project Step
- Definition of the requirements for new or changed application systems
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 prioritized list is extracted from the requirements document, which is used as a matrix for the evaluation of suppliers. The requirements should be categorized, like in the following example:
- Knock-out criteria (Prio 1)
- Important requirements (Prio 2)
- Desirable requirements (Prio 3)
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
Objective of this Project Step
- Selection of suitable system(s) and supplier(s) for the application system due to be procured
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
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.
Implement the Systems
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
Description
Which individual steps must be taken for system 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).
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
