Where To Start?

Forum Opinions on Where To Start with ITIL


As There is no universally agreed answer, a cross section of forum opinion may prove to be instructive:


THE QUESTION

I have my ITIL Foundation and Manager Training. I like to ask an implementation question, particularly from those who had experience implementing ITIL in their organization.

Which ITIL module do you start with? 
In what logical sequence did you implement the 10 modules? 
How long does each module take? 


RESPONSE 1
The first step in my point of view is to identify where it is. When you know where you are you can work with the business strategic plan and check where the company want be and see what are IT initiatives will help in this way. As soon as you know where you (IT) are and where you (IT) want to go you can prepare an IT business plan and when it is approved you will have the budget.

The first iTil step is to define the it services that will make you able to reach the goals
The second step is to check the it services sla's that you are able to provide
The third step is to negotiate those sla's with business and have it initiatives plan
The next step is to prepare it project portfolio with goals, cost, communication plan, marketing plan about the results reached
Other step is to have a full incident management in order to keep the sla's
and you can do the with problem change, config and release mgt
After that improvement policies...I hope this helps

(Ricardo Mansur)

RESPONSE 2
I think to start with "Configuration Management" will be more helpful.
If you have CMDB then it would be easy to implement Change Management & Release Management.

(Hardik)

RESPONSE 3
With all due respect, change has to come before config, else what keeps the CMDB up to date? Also, config and the CMDB are the most complex, lengthy and expensive of all the processes to implement so making that your first ITIL project is not a good idea. Benefits and pay back way too long. Success with ITIL needs to have some early wins that donít cost too much and can be implemented quickly. This gets you the buy in needed for the bigger projects.

In fact there are several of the processes that should be considered before config. 

Ideally, one would implement change, config and release together, but since these take different lengths of time and substantially different efforts to implement, the only way to launch them together is to know the effort, plan the end date and stagger the start dates so they coincide Ė not very practical. 

I suppose you could also build your processes, shelve the ones done first until they are all ready for launch. In my opinion also not a good idea.

Start with an assessment to understand the points of pain and biggest return for the business. Understand the business priorities and from there you can create a plan for 1-2 years to start making process improvements. Your plan should contain quick wins as well as identify the first 2-4 processes that you should formalize or implement.

(Dwight Kayto)

RESPONSE 4
Start with making a checklist of what you have in your organisation eg. Asset Register, Software for ITIL, ITIL Awarness. Management Commitment, Vison for your organisation (where you are and where you want to get to), Process Documents and identify the gaps. 

Based on what your organisation want to achieve choose the process which will be suitable to achieve your targets.

It would help your staff if you can arrange for ITIL awarness training among all the IT staff .

The easiest to start with is SD and IM. This is what would give you quick wins. To do a decent SD job you would require a decent ticketing tool. 

Dwight, I am disagreeing with your theory of Change has to be implemented before Configuration. You have corrected it later in your reply.. CCR (change, Config and Release) has to be implemented all together. Start with collecting all the data for the Config and set a deadline for the config to create a baseline from where you can implement Chg Management.

(Vimal)

RESPONSE 5
I would like to give a (perhaps) controversial reply:

...... DON'T START WITH ANY of the Service Delivery / Service Support processes !

Firstly, recognise that you are most likely already executing part/most of all of these processes, but what you may not have is a continual service improvement programme and adequate management involvement, ownership, support and control.

Therefore, I recommend that you start with the ISO20000 processes "The Management System" and "Planning and Implementing Service Management". A successful implementation of these processes will give you the management framework to begin to control, plan, implement, check and improve all of your other processes.

With these processes come management responsibility and control, process ownership, document control, service planning, assessment of current status, service reviews, internal auditing, continuous improvement and the service improvement plan.

Without these in place, an ITIL implementation is at considerable risk.

For additional reference, see ISO/IEC 20000, Parts 1 and 2, and the ITIL green book "Planning to Implement Service Management".

There are no quick wins in this approach, but you build solid foundations for your service improvement programme.

(Ralph Gray, Hertford, UK)


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