Jason Schaffner's reflective blog post gives a great inside view of a team implementing ITIL into the organization. After achieving a 75% training rate within the organization and four major ERP upgrades, Schaffner's team began wondering: what's next? This question led them to examine elements that they were lacking in and where they should focus efforts moving forward:
In my organization, we realized quickly that the top priority had to be Service Catalog and Service Portfolio Management; scary as it may seem, no one individual in my department had a complete picture of all the services we provide. Given our segmentation into logical silos based on line-of-business and/or vendor product (Oracle EBS, PeopleSoft Enterprise, Hyperion Planning, Grants Management, etc.) this was not particularly surprising to me; what was surprising was the size of the list once it was collated! The development of a Service Catalog has proven no easy feat. It has taken several months to create initial drafts of service definitions and load them in our internal Atlassian Confluence portal. Internal reviews have been difficult to wedge in between other commitments (sounds like we need to move on Capacity Management, huh?) We are hoping to go live by the end of the summer!
Schaffner explains how he's already begun using some service management best practices, as well as plans to begin learning a bit more about project portfolio management. His organization as a whole, on the other hand, plans to focus more on request fulfillment and knowledge management.