ITIL Implementation - Project Preparation

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Step 1: Project Preparation

Before actually launching a project with the aim of introducing IT Service Management according to ITIL, the following conditions should be in place:

Key persons in charge of the project are familiar with the ITIL principles
A Process Management framework is in operation

Familiarisation with the ITIL Principles

As a preparation for any ITIL or ISO 20000 project, it is essential that the key players from within the IT organisation get to know the ITIL principles, the ways they can be applied, and the benefits they offer.

In the long term it will not be sufficient to rely solely upon external consulting knowledge: The acceptance of an ITIL project within the IT organisation is dramatically increased by own colleagues being in a position to competently communicate the benefits, and to explain the steps required to implement a functioning IT Service Management.

In addition to this, a good knowledge of ITIL assists the key players to make efficient use of any required consulting services.

The following means lend oneself to get familiar with the ITIL domain:

ITIL seminars
literature
reference process models for ITIL, ITIL process maps (an example from IT Process Maps)

Establish Process Management

In addition to the alignment of the IT organisation with ITIL, the other vital project objective is the establishment of a Process Management system.

If Process Management is to be established within the IT organisation, it must be ensured that there is a clearly assigned responsibility for

helping IT staff with the continuous improvement of their processes
providing a tool for Process Management
ensuring the quality of the process documentation

If possible, this task may be entrusted to an existing Quality Management or Business Process Management function. Smaller IT organisations that can not build upon such conditions, will select a suitable IT employee for this role – the person in charge of the ITIL implementation project is frequently considered a good choice.