How I am implementing ITIL

[TBlank]

All,

I am working with a large enterprise and am in charge of increasing service levels using ITIL and process-improvement activities.

As I review the literature, there seems to be any number of ways to approach implementation, and I can appreciate that.

I am taking the following approach:

1) define a service catalog (underway - an enormous undertaking)
2) select a service for a pilot
3) write a draft SLA for the service, this gives us service targets in a cross-disciplinary sense
4) review ITIL for best practices that might be applicable to the service
5) improve the service by re-engineering the processes as necessary in order to meet the performance metrics set forth in the SLA
6) establish an SLA monitoring capability, find an SLA monitoring tool
7) pick another service, rinse and repeat

any feedback would be valued

[javierarcal]

Hi,

Your procedure is quite good it follows the schema:

where do we want to be? (Vision and business objectives) -> Where are we know? (Assesments) -> How do we get where we want to be? (Process change) -> How do we know we have arrived? (Metrics)

My only question is how have you choosen that service for pilot? and have you define an order to implement gradually ITIL processes among all your IT services in your organization?

After perfom an ITIL process maturity assesment you should propose and agree with your organization the order for implementing ITIL into it.

Best Regards
Javier
Madrid-Spain

[itil_asia]

Just curious, why starting your ITSM roadmap by focusing on Service Level Management ?