Rightsizing Your ITIL Implementation
The Service Desk Function - In many organizations, the service desk function is the service-consumer interface to service level management and therefore a source of service expectation information. It is important to remember that the service desk is not an ITIL process area, it is an ITIL function. Information discovered about the service desk, however, may relate to process area requirements.
Discovery for Financial Management
Most IT organizations calculate a budget for IT services. They may even charge for them. These budgets and invoices contain implied services and associated financial management requirements. Often, they are supported by spreadsheets that contain detailed financial information. Location and review of such documents can provide lists of candidate services and associated costs and charges.
Discovery for IT Service Continuity Management
One can obtain and review any existing disaster recovery plans to determine candidate IT services as well as their relative value to the business.
Other ITIL Processes
Similar exercises can be applied across all other ITIL processes to formulate a proforma SLA: Gather existing artifacts; Analyze them for implied SLA information; Review the analysis with stakeholders to formalize agreements.
Weve all heard that You cant manage what you cant measure. Many people take this to mean that measurement is a binary issue, i.e. that either something is being measured or it isnt. But thats not always the case in the real world. Measurement can also be a continuum. So the question isnt just whether something is being measured or notits whether the level of measurement is sufficient to fulfill a companys business requirements. With an SLA in hand, one can determine the right architecture to right-size ITIL implementation.
Editors Note: Additional articles in this series will delve into individual ITIL areas, providing use cases and architectures that illustrate ITIL implementation options with their associated costs and benefits.
Frank Bucalo is a senior architect at CA. Frank has more than 20 years of experience implementing business applications for the Wall Street community. Over the last five years, Frank has a track record of successfully delivering ITIL implementations from business analysis, through intelligent design, and technical implementation.