[Infrastructures] RE: ITIL? (Rainer.Heilke@atcoitek.com)

[Tarjei.Jensen@akerkvaerner.com]

First off all ITIL works.

Second it is correct that overzealous appliance may be a problem.

Third, if ITIL is done right, it won't slow you down. Error correction
is treated specially in ITIL. You do what is neccessary to keep people
working. It may include an emergency Change Board meeting, but that's
it. If there is no emergency Change Board meetings, you have probably
screwed up your ITIL implementation.

Fourth, ITIL makes life easier for everybody including the IT
department. It simplifies things and makes sure that change is under
control. It also allows you to move (boring) tasks away from the really
smart people to not so smart people. That saves time and money. And
makes people happier.

If you want to go with ITIL, you have to find out where you are now and
where you want to be. This is crucial, because you need to create a
change process. Change one thing at a time. If you are too ambitious you
will hit a change wall and be unable to change. People can't cope with
too many changes at once, they need time to work it in and understand.

It takes a lot of effort to get an organization ready for ITIL. And it
takes a lot of time to work that way of thinking into the organization.
I suspect that the way to do it is to do it first for the service desk
(call center) and then let it spread.

The first thing you do whether you go with ITIL or not is that you get a
system to handle calls to your support group and formal communications
within the IT organization and with those (intracompany) whose service
the IT deliveries depend on. Enforce the use. After a while people will
get desperate if it is not working or somebody is not in the system.
Then you know for certain you can start changes towards ITIL compliance.

It is 100% vital that you have a system which allows
tickets/cases/whatever to flow through your organization. If that system
is e-mail, you have lost. Big time. Minimum requirement for such a
system is that it knows about groups. Tickets move in the system from
group to group. And possibly from person to person within the group.

BTW. ITIL is a lot about documentation. If you don't do documentation,
you can't move task around and you become vulnerable.


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