Post on 18-Nov-2014
description
The Smarter Everyday project is owned and operated by CTE Solutions Inc.
The 5 most common Mistakes to implementing ITIL
Service Lifecycle
1 – Ignoring the Business
• Implementing “just because” or “as the flavor of the month”.
• Control cost of IT services and technology
• Ensure business and IT collaboration
1 – Ignoring the Business
• Clear understanding of the business objectives: • Establish business relationship
management process and framework
• Maintain IT related risk at an acceptable level
1 – Ignoring the Business
• Comply with relevant laws, regulations and policies
• Increase Customer Satisfaction
• Improve Effectiveness of Services (Benefits Realization)
1 – Ignoring the Business
• Improve Efficiency of Services (increased productivity and/or reduction in expenditures)
• Adopt continual service improvement culture and process
2- Cookie Cutter Approach?
ITIL lifecycle implementation should consider different business specific factors. Implementation approach is not the same for every organization.
2- Cookie Cutter Approach?
Organizational specific considerations •Why are we introducing ITIL?
• Stakeholders Management
•Organizational Change Management
process
2- Cookie Cutter Approach?
Organizational specific considerations • Business Case and Budget
• Buy-in and commitment across the
business • The combination of different practices
needed in support of business objectives
3 – No Project Management
• Swinging it does not work!!!
• The discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives in terms of quality, cost and time
4 – No Governance
• No Governance…No control!!
• Develop a governance model for managing the ITIL Implementation with corresponding RACI charts.
• Adopt and refine a service delivery model for shared services.
4 – No Governance
• Modify job descriptions to match changes to roles as an effect of introducing the new governance models.
• Train staff in the industry frameworks and new/changed processes.
• Ensure back to back agreements are in place
5 – Critical Success Factors? Critical Success Factors Consider People, Process, Products and
Partners. Stay the course, do not deviate from
your plan
5 – Critical Success Factors? Critical Success Factors Follow a structured approach
Understanding business strategy
Which IT Services will enable and
support business services
Training with impact TECHNICAL MANAGEMENT BUSINESS Microsoft VMware Cloud Computing IT and Cyber Security CompTIA Java Programming-Languages Novell UNIX
TOGAF Enterprise Architecture ITIL COBiT Agile and Scrum Business Analysis Project Management
Change Management Communication Skills Leadership Skills Negotiation Skills Problem Solving Skills Facilitation Skills and many more…
CTE Solutions Inc. - Ottawa 11 Holland Avenue, Suite 100 Ottawa, Ontario, K1Y 4S1 Tel: (613) 798-5353 Toll Free: 1 (866) 635-5353 Fax: (613) 798-5574 CTE Solutions Inc. - Toronto 77 Bloor St. West, Suite 1406 Toronto, Ontario M5S 1M2 Tel: (416) 284-2700 Toll Free: 1 (866) 635-5353 Fax: (416) 284-6797