Implementing an IT service desk solution built around the best practices established in the IT Infrastructure Library can prove an incredibly challenging, but supremely valuable prospect. ITIL offers organizations an effective pathway to establish arobust service management setup that includes a framework for process excellence that can drive incredible revenue creation and cost efficiency through an organization's service desk systems. Efficiency is central to leveraging these gains, but using ITIL effectively can be difficult because it is a complex framework. These three steps will help you get started on the right path into ITIL implementation.
1. Get at least one leader certified for ITIL
You don't need to have your entire staff ITIL certified, especially if you are not in an IT services organization. However, you do need a champion who can offer a combination of oversight and motivation for the service desk personnel and IT professionals who are trying to change the way they do their jobs to conform with ITIL. The certified individual can identify areas where internal training can pay dividends, identify individuals with the right skill sets to succeed in an ITIL setup and position organizations on a solid foundation for continued success following the advanced framework.
Having at least one certified ITIL leader is also necessary for regulatory purposes, as the framework does mandate specific operational protocols that need to be practiced.
2. Budget for some outside help
Consulting services can go a long way toward helping you get the most out of an ITIL investment. Specialized consultants can understand what different organizations struggle with when adopting ITIL principles and anticipate problems that you may face based on that experience. Being able to proactively deal with trouble points can ease many of the burdens that come with ITIL adoption and make it much easier for businesses to establish an ITIL-based environment for their service management operations.
While consultants can be valuable, it is important to also be careful about what you are getting into when hiring somebody. Consulting services can get extremely expensive, and you need to have some internal ITIL knowledge before settling on a hire so that you can ensure the skills of the person you take on match what you need as an organization.
3. Get your service desk in shape
Having the right technology can go a long way toward supporting an advanced ITIL setup. An advanced service desk built around ITIL principles can establish workflows, process automation and ticketing setups that comply with the regulations put in place through the service management framework. Organizations trying to adopt ITIL principles with a service desk solution that does not match ITIL's goals can end up trying to balance different priorities as their technology is unable to keep up with their new demands.
Conversely, adopting a service desk that is built around ITIL principles provides the foundation businesses need to pave the way for future success. An effective service desk can establish the day-to-day operational frameworks necessary to guide employees and keep them functioning in compliance with various standards set by an organization. This can be invaluable when trying to apply complex ITIL principles throughout the entirety of an IT service management setup.
ITIL is a set of best practices that guide an organization to build an advanced service management setup. ITIL does not provide the technological solutions or internal knowledge that businesses need to develop advanced service management functionality. Organizations that want to find long-term success with ITIL need to develop internal knowledge, get help in areas where they are lacking resources and invest in the service desk technology needed to support ITIL capabilities.