Date post: | 01-Nov-2014 |
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Technology |
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ITIL for SMBs
Alex D PaulDirector, ManageEngine
Agenda
About ME
Alex D Paul, Director ITSM
• Product Manager for ServiceDesk Plus• Consulted for customers in 14 countries• Author of ITIL Heroes Handbook
• Attempting to bring fun into IT Management
ITIL – A Quick Backgrounder
ITIL – Collective Knowledge
ITIL V2 Modules
Red Book Blue Book
ITIL V3
Core ModulesCore Modules
How ITIL V3 relates to V2
Example :
Change Management
Change Management
Change Management
• The goal of Change Management is to control and manage approved changes with accepted risk.
Change Mgmt Process
Tuesday, January 8, 2008
Change Management Workflow
What SMBs think about ITIL
Complicated Not for SMBs Expensive
Why is ITIL so complicated
Detailed books and complicated process
Expensive Consulting
Expensive Tools
7 Approaches to make sure ITIL works for SMBs
#1 If IT Ain’t Broke Don’t Fix It
• Choose only the parts that help you• Choose a minimal ITIL process
– Implement ITIL from a can-I-live-without-that- perspective – Consultants can only advice, evolve process that helps people
• Software Solution– Complex does not mean sophisticated– Choose a readily available solution
• It’s a Team Game – Hand out responsibilities, let the team win
# 2 By The Spirit Not By The Book
I have to implement at least 2 or 3 ITIL process
•Don’t rip and replace with new process •Deploy Gently, show results and improve•Start where it works
After-Certification-do-something Syndrome
#3 Complicated Does Not Mean Sophisticated
•Team hate to follow complex process maps
•Stop taking your process maps to consultants asking if you got the process right
•Don’t get lost in complicated ITIL terminology and how ITIL has helped big companies
ITIL, federated CMDB, ITIL V3,
BSM, IPAM, ITAM, Blah blah
blah
He knows everything, he can help me
implement ITIL
# 4 Fail Fast & Change Course
Take an account of ground reality. – If Something is in place and working, take small steps to improve it eg: start
with defining the right categorization, self service, and priorities
• Don’t Thrust a process in ITIL’s name– Choose what works and helps a team. Don’t thrust a process that requires a
lot of changes.
• Select the right tools• You need a simple software solution that will help you implement ITIL at
your pace. • Don’t get lost in legendary solutions or impressive list of buzzwords
Knowing is not Doing
• Knowing ITIL is one thing• Implementing it is quite another [Beast]
I read a lot about swimming I know to swim
# 5 Pick The Right People
Understand your team and give them the right challenges
– Knights : Process owners• Conquer new beachheads • Work Independently
– Warriors• Techs on the front• Need constant motivation• Look up to the knights – Give them a hero to worship
– Farmers • People working to build your Kbase, Process docs, Change
Builders and Release Management• Provide the eco-systems for knights and warriors
# 6 Team’s Project, not yours
They need to feel them process is there to help
Identify champions, reward converts– Create and assign milestone, celebrate victories and show how it
helps the team
– Change Process, Not the Team
– Change Process to what works for people and help them good IT service and not vice versa
– Process can evolve, don’t frustrate but sticking to a flowchart
– Techs need to feel that they can cut across any process to help users
# 7 The Main Thing
Avoid the obsession: Tendency for people to get lost in process or technology or tools
Always remember,
The Main Thing Must Be The Main Thing
Summary
Quick Overview of ITILApproaches that help
Next thing
Stories from the Battle Front
From The Battle Front
Welcome
Alex Walker, Director of ITCetero Research