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

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

ITIL® Service Lifecycle

ITIL® Service Lifecycle – Big Picture

Thank You

Questions!?

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TOGAF Enterprise Architecture ITIL COBiT Agile and Scrum Business Analysis Project Management

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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