IT Governance

5 More Tips for Getting Started with ITIL

What a wonderful world it would be if we could implement ITIL into every aspect of our lives. We could use incident management to clean up a carpet soda spill, or problem management to root out the cause of why Robert De Niro stopped making good movies. So in the pursuit of that noble goal, we can look to Joe the IT Guy, who is back in a post at his blog with five more tips for getting started with ITIL:

  1. Exploit knowledge.
  2. Manage expectations with service level agreements (SLAs).
  3. Communicate your services using a service catalogue.
  4. Invest in information security management (ISM).
  5. Keep improving through continual service improvement (CSI).

It’s Great, ITIL Ya

When it comes to exploiting knowledge, Joe takes this to encompass not just knowledge management but also organizational change management (OCM). OCM is plainly the thing used to make people buy into knowledge management. Overcoming the hurdle of people’s attitudes is always the biggest with knowledge management.

Next up, use SLAs to solidify the performance levels expected by the business of IT. With SLAs in place, it may be easily understood by both sides of the business what services should be rendered and to what extent. SLAs typically include agreed service hours, availability targets, and a general description that clears up the service scope. In any case, keep SLAs simple in the beginning.

Service catalogues have a related function. They allow everyone to see all of the services that IT may render for the business. Sometimes, the service catalogue appears in a sophisticated service request catalogue, but all that really matters in the beginning is to have a spreadsheet of services that people can peruse. Include service name, description, supported hours, and whom to contact for help in it.

Security is on everybody’s minds these days, so ISM is a necessary function now too. IT security policies might address things like password requirements, encryption requirements, BYOD use cases, and how to report security incidents. Ideally, you will not have to create everything from scratch. Likely, security protocols of some kind already exist in the organization and may be built upon for your purposes.

Finally, in the pursuit of ever-greater service delivery, you can think about implementing CSI:

An easy way of capturing opportunities for improvement is by creating a CSI register – a document where you can record, prioritize, and manage identified opportunities for improvement to services or operations. Each entry should include what service is affected, a short description of the suggested improvement, and how much effort is involved as well as the team or teams responsible and any timings.

By building CSI into your processes, you demonstrate to your customers that you are committed to delivering the best possible levels of service – something that goes a long way in service reviews or contract renewals.

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