"Itil Critical Incident Management"
Are You Thinking About Implementing ITIL? Where do you start? Who needs to be involved? Which ITIL best practices should be implemented? These are just a few of the many questions that surface during discussions centering on implementing ITIL best practices. Let’s look at a basic approach for implementing ITIL in a typical support organization. From this basic approach, you will be able to start an ITIL implementation and continually implement ITIL throughout the entire support organization. The first step in implementing ITIL is to get the executives and their direct reports on board with the ITIL best practices. Having executives and their staff buy in is most critical because your support organization will be required to go through a good bit of change, most involving the dreaded behavioral change. Successfully implementing ITIL best practices requires a steady diet of behavioral change throughout the organization. Convincing your support organization to adopt “best practices” when they think they are already performing at a best practice level is one of the most difficult challenges. The executives must communicate to the support organization that the ITIL implementation is a top priority and has the support of the executive team. Because ITIL focuses on best practices, it lends itself to a systematic approach of taking small steps to ensure success. Start out by selecting an area of your support organization that has visibility, such as incident management. Incident management is recommended as a starting point for ITIL implementation for a couple reasons. Since incident management is customer facing, it will help improve the data gathering process for problem identification and resolution. Having complete and accurate data enhances the results from the root cause analysis process. Data from the root cause analysis then can be used to help justify ITIL implementation for problem, change or configuration management. To help with the ITIL implementation, it is recommended that you form a cross- disciplinary team of IT workers to help lead the effort. Have them define the current processes associated with incident management. Then have them review the ITIL best practices associated with incident management and document the process changes. The next step is to outline the behavioral changes that are required to successfully implement and develop talking points to help communicate the changes to the staff. ITIL defines the best practices for organizing your processes, what you need to do, the roles you need to define and how information should flow between the various people and groups. It must be understood by the entire support organization that implementing ITIL best practices creates uniform, well-documented processes for all tasks within the support environment. This becomes a continuous process of updating and maintaining your process documentation. Once ITIL has been successfully implemented for incident management, select your next opportunity by choosing another area of the support organization. Look at the areas of your support organization that affect hardware or network changes, software updates or disaster recovery. With a successful ITIL incident management implementation, you may find that you can take on multiple implementations simultaneously. Remember, adopting ITIL calls for realism and diplomacy because you are asking your support organization to work differently. ITIL is not just about processes and tools, but the people who use them. You must constantly listen to their feedback and respond with positive reinforcement to help them through the first couple of weeks of an implementation. Another recommendation is to build on existing strengths in existing processes and the professionalism developed around these processes. There is no view in the ITIL community that says it is all ITIL or nothing for your support organization to be successful. Your strong existing processes can be plugged into ITIL and achieve a higher degree of success. The ultimate goal of ITIL is to bring better value to the client or customer using your products or services.