Team for ITSM Implementation

[mimi]

hi! i've been assigned to set up a team to implement ITSM following an ITIL workshop. does anybody have a suggestion on the team members and their roles and responsibilities? if anybody knows where i can find this information, please do tell me. i'd really appreciate it.

[lojic]

Your workshop should have had some info on the roles of the process owners. That’s a good place to start. Then for the members you should look at the skill sets of the people you have in house, perhaps get the HR to help, maybe recruit people to form the teams.

You must have a Vision for each, Set Objectives & Goals (baselines), delegate responsibility then its Plan, Do, Check & Act repeatedly until you meet the set goals.

It would also be ideal if implementation was done in stages or you may be biting off more than you can chew. Start with Service desk/ Incident/Problem & Configuration management. Organizational changes need support from the top management or you are sunk even before you start. Getting users to accept changes and use new processes are also a problem.

And last but not the least do you have a budget? That's probably the best starting point. Get that approved by the board first.

Hope this helps.
Jose

[BobLamb]

Hi,

I agree with lojic, you cannot do it all at once, and the natural thing to do is priorities activites around the impact it will have on the Business (reduce 'bottom-line' costs or improve 'top-line' revenues/profitability to the business.

You do need a budget, and the only way to get that from the business is to provide a cost-justification and the supporting Business Case.

Cheers,

Bob

[ddean]

i am new to this process and still learning. what do you mean when you say Workshop? are there US based workshops preferrably in Texas?

thanks for your help.
Dale

[ProbMan]

Some good points in this discussion, I have to agree with the prioritising, identify the quick wins and keep in mind the 80/20 rule.