So you’ve heard about ITIL and acknowledge the fact that you should start adopting the ITIL methodology. You are probably asking yourself: How do I start?
As the first set of a series of ITIL tips, here are some important points you need to consider when beginning to implement ITIL best practices in your organization.
[b][u]Tip 1: Establish a Service Desk[/u][/b]
Even if it is not manned full time, a service desk will help your users get used to the fact that there is a central point of contact. This will be your main building block for delivering quality service to your customers.
[b][u]Tip 2: Start Using a CMDB[/u][/b]
Even if your CDMB isn't complete or is limited only to certain topics in your organization, you should start linking incidents to CI’s. When you create a Change or a Problem, make sure you link it to a CI. If your CMDB isn't complete, add CI’s as you encounter incidents, problems, or changes.
This will ensure that you get an accurate picture of the state of each of your IT components and will allow you to better build and maintain the relationships between your IT elements and your business processes.
CMDB also makes sure that all IT teams refer to IT elements in unique and non-ambiguous terms, and it will serve you well when you proceed with your ITIL implementation.
[b][u]Tip 3: Manage Problems [/u][/b]
Our day-to-day routine includes putting out lots of fires with Incident Management, but what about proactively preventing problems? Try to define the known issues that cause incidents as problems, and launch constant improvement processes to solve the problems. This will eliminate future incidents.
[b][u]Tip 4: Use the Change Management Process[/u][/b]
Manage all the changes in your production environment with the Change Management process. Even if you don't need approval processes that require a lot of “red tape,” you still should keep a record of all element changes – when , by whom , who approved them, and other important details.
Good luck, and remember that ITIL is a framework of guidelines and best practices. Adopt the framework to best fit your business needs.
Oded
This message was edited 3 times. Last update was at 09/08/2009 09:52:36
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