ITIL Implementation - Implementation
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Step 9: Implement Processes and Systems
If the processes are fully designed and documented in the form of Event-Driven Process Chains, 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.
Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new processes.
Define the System Requirements
Objective of this Project Step
- Definition of the requirements for new or changed application systems
Prerequisites
- Detailed process descriptions in the form of Event-Driven Process Chains (EPCs)
- Guidelines/ checklists
- Definitions of the process outputs
Results/ Deliverables
- Requirements document for applications to be changed or procured
- Prioritised list of 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)
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.
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
Prerequisites
- Requirements document for applications to be changed or procured
- Prioritised list of requirements
Results/ Deliverables
- Evaluation of systems and suppliers
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 fulfil 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 licence fees and implementation costs
- The final decision is made after a visit by reference clients and possibly a test-installation by the leading contender
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
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 Event-Driven Process Chains (EPCs)
- Guidelines/ checklists
- Definitions of the process outputs
Results/ Deliverables
- Fully implemented and operational application system(s)
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).
Implement the To-Be Processes
After all conditions have been created, the new processes may be used.
As the process participants were continuously involved into the process design during the course of the project, their acceptance of the new working procedures should be ensured.
Objective of this Project Step
- Making the new process a part of everyday working practice
Prerequisites
- Structure of the Service Management processes to be introduced
- Process overviews (process breakdown)
- Interfaces of the ITIL processes to be introduced
- Measurements (KPIs) for the processes to be introduced
- Detailed process descriptions in the form of Event-Driven Process Chains (EPCs)
- Guidelines/ checklists
- Definitions of the process outputs
- Fully implemented and operational application system(s)
Results/ Deliverables
- Processes, being executed according to ITIL principles
Description
A coaching of the participants in the new processes might be required, if not all the affected members of IT staff were involved in the design of the processes.
Success Factors
- If the process participants learn of the new processes only at this stage, a lack of acceptance will be inevitable. As many employees as possible should therefore be involved in the design of the processes during the earlier project phases
Following Process Activity
Step 10: Train IT Staff and Customers
