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Part II: Leveraging the ITIL Service Support Framework

May 14, 2004

ITSM Watch Staff

By Christopher Ciccolini & Michael McDermott

Key Considerations in Implementing ITIL Standards
This article has shown the benefits of ITIL and standards frameworks generally, but implementing these frameworks is challenging and represents a serious, enterprise-wide commitment. Here are some key variables to examine when considering an implementation.

The size and range of the business
Small and large organizations are faced with differing challenges in implementing ITIL. Small organizations may need to have the same resources acting in multiple distinct roles within the ITIL framework, which can be a challenge. Conversely, large organizations are faced with the task of extending unified processes across large and often fairly independent business units.

The resources at your disposal, including staff
Do you have the right people in-house to perform the number of roles that an ITIL implementation mandates, or will you need to look elsewhere? Do you have the financial resources to invest in an enterprise-wide standards initiative like ITIL and see it through?

The maturity of staff, processes, and the organization
Is the staff seasoned enough to perform at a best practice level? Can any of your existing processes be integrated into the new regime, or does everything need to start from zero?

The level of dependency of the business on IT
Companies that rely heavily on IT may find the implementation of ITIL painful in all corners of the business, while the few companies that do not rely heavily on IT may not realize enough value to make the exercise worthwhile.

The culture of the business
Is the culture one that breeds, recognizes, and strives for excellence, or for mediocrity? Does it resist or embrace change? Has it shown an aptitude at maintaining consistent processes, and at seeing major, long-term initiatives through to completion?

Communication strategies for IT and the company as a whole
What vehicles are in place to communicate the purpose, status, and benefits of implementing ITIL? How can you make your users understand their roles in the new process regime and enforce the new model without taking draconian measures?

Christopher Ciccolini is managing director of Customer Care Operations for SEI Information Technology, He is responsible for the delivery of Service Desk support to more than 35 clients in three SEI Customer Support Centers. Ciccolini has 11 years of experience in IT operations and management. For more information contact SEI at (630) 413-5050, info@sei-it.com, or www.sei-it.com.

Michael McDermott is an SEI Information Technology business consultant specializing in Service Desk implementation, management, and operations. He performs Service Desk assessments for existing and prospective clients; implements and manages knowledge transfer programs; and engineers, manages and provides guidance on best practice-based procedures and operations.