If you are thinking that you want to implement ITIL, but you are not quite sure about it yet, then Martin Grobisen suggests you consider an ITIL-based ITSM solution for your organization known as ITIL Lite. Grobisen lists 5 components of a bare necessities ITIL implementation to take into consideration:
- Incident Management
- Problem Management
- Change Management
- Service Desk
- Service Asset & Configuration Management
The Lite version of ITIL deals with incident management by capturing all of the incidents and service requests with the intent of streamlining processing. This will allow better overall tracking of service tickets. If problems should happen to arise, according to Grobisen, the second component of ITIL Lite is problem management. Whereas incident management deals with quick fixes, problem management will conduct root-cause analysis to figure out why problems happen in the first place. Next, change management will prepare your company for new changes, software updates, and new implementations.
ITIL Lite will also help your service desk:
This is where all of those request tickets get managed. In the least mature IT Organization, this component will just be an email process for tech support or possibly a help desk. An addition to Service Desk is a self-service portal and the Service Catalog, great tools to allow your users to help themselves. But, whatever you have that might be considered a start for this component, you must have some form of a Service Desk in order to have the bare essentials of an ITIL Lite Organization.
Finally, ITIL Lite will help your service asset and configuration management. As Grobisen says, “the bottom line for ITIL is that you must track the assets that make up your IT system.” The best method to use here is to gather and track configuration items by having a CMDB. Grobisen offers these five benefits of ITIL Lite. Whether or not you choose to follow his advice, one thing you must do if you hope to better your IT organization is to start out on the ITIL path.