ITIL Introduction in Stages

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It is also possible to introduce a subset of ITIL processes or to proceed in phases.

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).

Step One: Taking Care of Incidents and Problems

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.

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 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 and Release and Deployment Management processes.

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.

Third Step: Focus on the Client

In a third step, the conditions are created for an agreement with the 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 Service Strategy processes are introduced.

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.

Modular ISO Certification

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.