Articles

The Role of Organizational Change in an ITSM Implementation (Part 1)
“At the end of the day an IT Service Management (ITSM) implementation is an exercise in organizational change enabled by process and technology. What this means is, work that typically moves up and down organizational “silos” will now be moving across the departments spanning the IT organization. This is how you create end-to-end products and services. In this case “hand-offs” between IT departments will happen in real time and not need to go up the chain for scrutiny. The rules for such hand offs are agreed in advance at a senior level, documented in process guides and then automated by tools.”

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The Role of Organizational Change in an ITSM Implementation (Part 2)
In Part One we looked at the lessons learned from the efforts applied to implementing ITSM over the last 20 years. One of those lessons is that of the three People, Process and Product elements, People is by far the most critical accounting for 60% of the equation. We also learned that the reason for this is that by deploying an ITSM delivery model you are fundamentally changing the way people work and collaborate. When you make changes of this nature you are sailing into the waters of Organizational Change. Luckily, those waters aren’t uncharted and we have the benefit of using the navigational charts created by the global leader in organizational change.

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Five Reasons Why ITIL Implementations Fail
When an organization begins implementing IT service improvements, tension can arise between those with strategic responsibilities and those with tactical responsibilities. The strategic thinkers want to focus on service catalogs and financial management, while the tactical teams know the focus must be placed on day-to-day operations, like change control and incident management.

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ITIL Solves Many SOA Adoption Headaches
Could ITIL and IT service management be the solution to the often-cited challenges of SOA implementations: governance, managing service level agreements, and tackling complexity?

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The Practical Value of the IT Infrastructure Library (ITIL)
ITIL is a framework, not a set of instructions to be followed by rote. “ITIL is meant to keep you between the curbs of the road,” says Brent Stahlheber, CIO at The Auto Club Group, a $2 billion automotive travel services organization. Having participated in ITIL and led CMM implementations at his previous employer, Allstate Insurance, Stahlheber cautions CIOs to not get too caught up with the framework itself, but rather to focus on the processes behind it. “People spend way too much time creating complex diagrams instead of understanding the processes and how to best apply them,” says Stahlheber.

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The IT Infrastructure Library Can Serve Small Companies: Here’s How
Originally developed in the U.K. in the mid-1980s, the Information Technology Infrastructure Library, or ITIL, is a set of best practice concepts and techniques for addressing the effective management of IT infrastructure, service delivery and support. Endorsed by the U.K. government for public sector IT projects, ITIL soon gained traction within the corporate sector.

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Five Essential Metrics for Managing IT

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ITIL Guides

View Focus On: ITIL Service Strategy 2011

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View Focus On: ITIL Service Design 2011

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View Focus On: ITIL Service Transition 2011

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View Focus On: ITIL Service Operation 2011

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View Focus On: ITIL Continual Service Improvement 2011

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View The IT Manager’s Guide to ITIL v3 2008

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