Posted: Thu Sep 06, 2012 1:25 am Post subject: Real world small environment implementation example
I work for a company that has only two of us in the IT department although we're quite a big company. I know our IT procedures need formalising and making better and ITIL is the way.
What I'm looking for though is a real world guide for small departments. Everything I've read is either very high level and frameworky (if that's a word) or any real world examples don't give enough information.
Ideally what I'd love to read if anyone has come across it, is a guide on how to get ITIL implemented in a small environment such as
a) get a service desk ticket system and here's an example using a real ticket system.
b) implement change control and here are some sample forms with sample information in for things like installing SharePoint
c) How to do CMDB from scratch with examples using real servers, real applications etc i.e. What information from Exchange would I need.
d) Everything else I should have that I don't know about.
I know a lot of these things are very company specific but I've not really come across anything like this for ITIL. As much as I've read the study guides I'm still a bit lost on how to actually do it.
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Thu Sep 06, 2012 5:05 am Post subject:
There was a book called something like ITIL For Small Businesses published as part of V2 or V1 (I can't remember). you could look for it at the official site or just search the net.
However, that is not how I would go about it. The so-called framework is not really what you want for a two person outfit. What you can benefit from is the principles. The best way to do that is to read the books thoroughly and then put them aside while you establish how to improve your service delivery. Don't think in terms of tickets but rather in effectively responding to calls from users.
A good way of helping to abstract the principles from the mechanics in ITIL is to also read the ISO20000 standard because it is not overburdened with the "how". Even just to take from it the objectives defined in each section gives you a good start.
The big advantage you should have is of being much more intimately involved in the objectives and practices of the whole organization. Being "customer" focused is easier when there is not a huge IT community to get immersed in.
The outcome of your improvement program will not look like what many people think of as "ITIL" if you get it right, but that is largely because many people think there is an ITIL "look". _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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