ITIL Implementation

SharonSmith · Newbie Joined: Sep 19, 2012 Posts: 15

A brainstorming question on ITIL implementation...

XYZ is a well established telecom giant - a market leader. They have been rapidly expanding their operations in different geographies gaining considerable market share. The subscribers have doubled over a year due to which Customer service is taking a beat. There are several complaints regarding long waiting periods, breach of SLAs leading to bleeding finances resulting in very poor customer satisfaction. Many customers are dissatisfied with their services even though XYZ offers the latest technology at the lowest prices.Now, to address this issue, XYZ has decided to implement ITIL processes within their organisation. Please suggest, which processes of ITIL would help us in resolving these issues ?

UKVIKING · Posted: Thu Sep 20, 2012 5:31 pm Post subject:

You have answered your own question

IT SM is IT SM

ITIL is merely a set of best practices

If you dont have IT SM well defined... define it
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

Diarmid · Posted: Thu Sep 20, 2012 6:41 pm Post subject:

This company is already performing all the "ITIL" processes and if it stops doing so it will soon collapse. Which "ITIL" processes do you believe it may not be performing?
_________________
"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

SharonSmith · Newbie Joined: Sep 19, 2012 Posts: 15

Shouldnt the company be concentrating more on improving their SLAs i.e. relook their Service Level Management and also be concentrating a lot in the Service Operation processes. Anyone with different views.

maximus · Newbie Joined: Sep 20, 2012 Posts: 6

I think it should be SLM service level management

Nick_dna · Newbie Joined: Sep 20, 2012 Posts: 1

Diarmid · Posted: Fri Sep 21, 2012 11:15 pm Post subject:

SharonSmith · Newbie Joined: Sep 19, 2012 Posts: 15

Thanks everyone

Nuno · Newbie Joined: Jan 09, 2008 Posts: 5 Location: Lisbon

I strong agree with Diarmid.

24sa · Itiler Joined: Nov 27, 2012 Posts: 23 Location: Mumbai

Diarmid,
Hello Sir,
I am agree with your point, finding ROOT cause and giving solution to the problem is the part of Problem Management only.
With addition to your post, Is the need of Capacity Management Procees not the more specific to this case?
Clearly the load has been increased too much, causing the trouble, Capaciy Enhancement is much needed. If have Capacity Management process had worked correctly than these type of situation could prevented earlier.

request for your valuable remark.

Diarmid · Posted: Wed Dec 12, 2012 1:15 am Post subject:

Capacity is worth a look and anyway in a period of growth will need to be well done at all times.

But there is little in the question to suggest it above lack of people capacity or of poor ways of working. Best to just keep an open mind until the analysis is done.
_________________
"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

MikkoH · Itiler Joined: Dec 11, 2012 Posts: 20 Location: Finland

My 2 cents,

Self-Help seems to be the cost-friendly solution to everything nowadays, also automating stuff could work to help kill the long waits.

The Service is balanced between extremely reactive(your case) and extremely proactive.

Adapting stuff from ITIL won't mean anything if there's no effort spent, and my guess is there's no real budget for the project...

Try to go proactive to lessen the load of the staff and take the time you might gain on improving the organization.


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