ITIL Challenges With Implementation
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This document provides an overview of ITIL (Information Technology Infrastructure Library), including its benefits, why it has become popular, success and failure factors for implementation, and best practices. It discusses challenges with ITIL implementation, such as fears of change, measurement, investment required, and complexity. It also outlines the ITIL certification scheme and available courses.
ITIL Challenges With Implementation
- 1. ITIL Challenges with Implementation
- 2. Presenters Steve Bajada Senior Consultant – Stephen Bajada Consulting William Howard Senior Consultant – Vector Consulting
- 3. Agenda Definition of ITIL ITIL Benefits Why is ITIL Becoming Popular? Success and Failure Factors Best Practices Courses and Certifications Available Next Steps
- 4. What is ITIL? ITIL, I nformation T echnology I nfrastructure L ibrary is the most widely accepted approach to IT service management in the world ITIL is also supported by a comprehensive qualifications scheme, accredited training organizations, and implementations and assessment tools
- 5. What are the Benefits of ITIL? Reduced Costs Improved IT Services through the use of Proven Best Practices Customer Service Satisfaction IT Value through Business, IT Operational, and Goal Alignment Improved Productivity, Skills, and Experience Improved delivery of third party services through the specification of ITIL
- 6. Who would benefit the most? Vice President of Information Technology, or CIO IT Directors and Managers Service Providers Service Desk Support IT Staff Members Project Managers
- 7. Why is ITIL is popular? Companies in both the U.S. and Canada ITIL Certification is required of their IT contractors Companies will have the ability to assess their performance at any point in time, with ITIL training Companies want to make IT Service Management more effective in today’s business world and are heavily reliant on IT services
- 8. Why is ITIL is popular? - Continued ITIL will create a common understanding between your IT staff, suppliers, contractors and users within the business by creating a common approach and language towards IT services. ITIL can deliver huge cost savings for an organization by promoting the optimum use of people, process and technology. Pro-active management and continuous service improvement will help to increase quality while reducing overall costs.
- 9. Success & Failure Factors Success Failure Have dedicated process owner that dedicates time and focus to drive a particular process. Process owner is non-existent. There is more than one process owner assigned to a particular process. Management Commitment to grow the staff’s knowledge and implement tasks and various job duties. Mangers are not involved with empowering their staff through training, and tools. Not appointing the right people in the right roles and managing them.
- 10. ITIL Misconceptions Different parts of the IT organization has different priorities The job gets in the way You already own the technology You don’t know your status quo Organizational change is too hard Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”, June 2005
- 11. 10 Reasons Why ITIL Frightens Managers 1. Change The fear of change is a common fear in all aspects of business. Many IT service providers fear ITIL will leave their IT shops unrecognizable and make their jobs irrelevant or obsolete. Usually ITIL brings new positions or skill sets to many IT shops. For instance, IT organizations may designate staff as process owners or change managers. Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 12. 10 Reasons Why ITIL Frightens Managers 2. Measurement One of the reasons management wants to get ITIL in house is to be more efficient. And in order to prove improve efficiencies, IT shops must measure the effectiveness of processes before and after ITIL resulting in a fear of constantly being watched. good way to prove to customers you are delivering IT services as expected Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 13. 10 Reasons Why ITIL Frightens Managers 3. Process limitations Concerns on having rigid processes in place that will constrain IT to the point of being ineffective. ITIL offers flexibility in processes Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 14. 10 Reasons Why ITIL Frightens Managers 4. Investment The need for time, people and money to get a process implementation under way. The investment is perceived as being too much for the potential payoff Cost savings and improved services is the long term pay off once that investment is made Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 15. 10 Reasons Why ITIL Frightens Managers 5. Process selection There are over 20 processes within the ITIL framework. Which process do you start with first? How much does each process implementation cost? Once an organization has identified it’s most important IT services needs then they can prioritize the associated processes. This will help in the decision process of what should be implemented first Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 16. 10 Reasons Why ITIL Frightens Managers 6. Complexity ITIL V3 contains about 50% more information and materials compared to the previous version. This fear of complexity around processes ties back to the base fear of change, This fear is mostly shared by organizations who are in the midst of implementing ITIL V2. A good process is and always be a good process. What was added with CSI and the better ITIL-defined roles resulted a framework centered around increased communication, collaboration and consistency Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 17. 10 Reasons Why ITIL Frightens Managers 7. Executive expectations IT managers fear their ITIL efforts won't meet lofty goals executives have envisioned. ITIL can’t solve or fix everything in IT so those expectations have to be carefully managed. Executives must be given realistic expectations based on valid data and good estimates Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 18. 10 Reasons Why ITIL Frightens Managers 8. Buzzword bandwagon ITIL is more then just a 4 letter word. The fear is that it’s just another acronym that will come and go. ITIL is based on continual improvement. If the requirements of your organization appear to require an ITIL fit the serious consideration should be taken. Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 19. 10 Reasons Why ITIL Frightens Managers 9. Organization size Smaller IT shops don’t believe that ITIL processes can work in their environment. They believe that the processes are of “VALUE” to fortune 500 companies only ITIL is a flexible framework that can work in any environment Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 20. 10 Reasons Why ITIL Frightens Managers 10. Stifled creativity Some organizations feel that due to the amount of processes they will lose their creativity with technology. Once effective processes exist and followed, organizations are known to become more proactive/creative. Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 21. 5 Reasons Why ITIL Implementations Fail Lack of management commitment Spending too much time on complicated process diagrams Concentrating too much on performance Failing to maintain momentum Not reviewing the entire ITIL framework Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 22. Other Contributing Factors Failure to blend technology Not selecting an integrated suite technology solution Procrastination Failure to understand strategic, tactical and operational processes Failure to understand that ITIL is the beginning, not the ending Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 23. Why align with ITIL? Widespread adoption of ITIL best practices by internal IT departments will follow through to 2009, from around 13% of billion$+ companies in 2004, to around 40% in 2006 and 80% in 2008 IT leaders need to measure the real way they and their departments are adding value to the business at every level; they must be fundamentally business thinking people Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”,
- 24. Best Practices “ ITIL is absolutely the best framework available for IT operation. There are no competitors.” - Ben Worthen, CIO Magazine “ We now have the ability to assess how we are performing at any point in time. We’ve identified where we had bottlenecks, and now the total number of problems is going down. And we have evidence to show people that we are improving.” -Suresh Kumar, CIO, Pershing “ ITIL is common sense. It’s what many successful organizations already do…ITIL forges a bond between IT, management and external customers…” -Bruce Boardman, 2005 “ ITIL is like an elephant, you can eat the whole thing one bite at a time or in phases” -Stephen Bajada, CIO, Magazine
- 25. Next Steps Determine if your Organization is ready to implement ITIL Self Assessment Identify ITIL Champions within your Organization The go to people Identify resources needed to successfully implement ITIL Knowing the roles and responsibilities of the process owners
- 26. Why is ITIL training important? Your company will improve business with ITIL processes that you learn in the training Working Together Lowering Costs Optimizing Performance Ensuring Compliance Improving IT Service Strategy, Design, Transition, Operation and Continual Service Improvement
- 27. Why is ITIL training important? ITIL certification will allow you to understand the common language of ITIL, understood by IT professionals worldwide, and will increase your standing within the IT community ITIL gives you an adaptive and flexible framework for managing IT services and encourages you to use common sense rather than follow a rigid set of rules
- 29. Course Offerings – Limited Offering ITIL Service Management (Foundations) – 2 Credits Prerequisite: None Duration: 2.5 ILT days Attendance: Anyone working in IT ITIL Practitioner Series (5 courses available) – Total 12 Credits Prerequisite: Foundation Certification in IT Service Management Duration: 3 ILT days for each course Attendance: Middle Managers & Team Leaders Manager’s Certificate in IT Service Management – 17 Credits Prerequisite: Foundation Certification in IT Service Management & approved criteria Duration: 12 ILT days Attendance: Those that are managing, implementing, & advising on ITIL processes, through project or day-to-day management, who have 5 years experience with IT Service Management.
- 30. ITIL Certifications Foundation Certification – 2 Credits 1 hour exam Multiple choice 65% required to pass Lifecycle Modules – 3 Credits 90 minute exam Multiple choice 65% required to pass Capability Modules – 4 Credits 90 minute exam Multiple choice 65% required to pass
- 31. ITIL Certifications Managing Across The Lifecycle – 5 Credits 90 Minutes exam Multiple choice 65% required to pass IT Service Management Certification No exam Must accumulate 22 credits Advanced Level Certification TBD
- 32. Why Acend Corporate Learning? 98% Pass Rate EXAM PASS GUARANTEE. Certified Course Material and Instructors Our private classes are delivered by a highly trained and author-approved ITIL Experts trainer. We use PowerPoint during lectures, but we don't do "death by slide" - our students are digging into the product, deeper every day. Our classes are "instructor led, student driven." If we need to spend more time on a particular subject, we will. Your Company will Save Big on group on-sites of 6 or more students.
- 33. We Can Help! Thank You!
Editor's Notes
- #5: ITIL is relevant to anyone involved in the delivery of support of IT services. Whether you are managing day-to-day IT services, or establishing and refining existing processes, ITIL can help you apply internationally proven best practices for the IT services and support you provide.
- #6: Competitive advantage through cost reduction and by enabling growth and agility by the flexibility and scalability inherent in standardized processes and service organization. Business efficiency through streamlining of IT processes and better alignment between vital business functions and IT services Improved internal customer and user satisfaction
- #7: All types of management like IT management, operations management, and implementation managers
- #12: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #13: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #14: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #15: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #16: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #17: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #18: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #19: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #20: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #21: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #22: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #23: Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
- #24: Reasons why organizations need to align with ITIL.
- #31: ITIL certification signifies that the holder of the certificate has an understanding of Best Practice for IT Service Management that can be applied immediately. ITIL certification is recognized worldwide.
- #32: ITIL certification signifies that the holder of the certificate has an understanding of Best Practice for IT Service Management that can be applied immediately. ITIL certification is recognized worldwide.
- #33: 98% Pass rates to date on all ITIL Foundations Exams. EXAM PASS GUARANTEE. If you fail to pass your exam we will pay for 1 retake Certified Course Material and Instructors Our private classes are delivered by a highly trained and author-approved ITIL Experts trainer... not just any random contractor who read a book! We use PowerPoint during lectures, but we don't do "death by slide" - our students are digging into the product, deeper every day. You're guaranteed to have a "super geek moment", a moment of realization that you can bend to your whim; you won't be bored to sleep by slide-after-slide-after-slide. Our classes are "instructor led, student driven." If we need to spend more time on a particular subject, we will. We'll even shuffle modules around if it helps our students learn. It's all about making YOUR experience the best it can be. Your Company will Save Big on group on-sites of 6 or more students. Get ITIL V.3 Certification Training FAST on-site at your location for a fraction of the price of our public scheduled courses!
- #34: Any Questions… ? Thank you for your time and participation. We hope that this presentation has been informative, and will help you, your staff, and your organization to maximize your IT assets! For more information, please contact your Solutions Executive or call us at 1.866.538.2790 Any Questions… ?