ITIL / ISO 20000 Failure reasons

[victory]

Hi ITIL Family,

We are in the process of implementing ISO/IEC 20000 and planning to go for certification. Could some one tell me the pre cautions to be taken care during this process to make the implementation a suceess?

Thanks and Regards,

VICTORY

[itilimp]

Hi there Victory,

There's a powerpoint presentation you can download by Malcom Fry which highlights the top 10 reasons for implementation failures.

Also, the service support and delivery books, and manager's guide to BS15000 (but I if it hasn't already been updated to ISO 20000 then I imagine it is imminent) highlight the following issues:

Management Commitment
Without it staff will not come on board
Customers will think it is 'just another phase'
Commit to plan-do-check-act cycle
Lack of attention to the process enablers
Lack of staff commitment and understanding
Lack of training
Staff given responsibility but not the authority to take decisions
Loss of the Service Management 'champion'
Loss of impetus after initial hype
Lack of initial funding
Lack of quantifiable long term cost benefits
Over focus on tactical isolated solutions rather than strategic
Need to address the whole picture
Unrealistic expectations of implementation benefits
Trying to do too much at once
Unrealistic implementation timetable
No one accountable
Difficulties changing culture within organisation
Staff need to be committed to concept of 'customer delight'.
Surpassing their expectations in the WAY service is delivered
Satisfaction of customer requirements no 1 priority for everyone
Customer service is NOT 'someone else's job'
Tools unable to support the process requiring tailoring of process or tool
Inappropriate approach to implementation without project management controls
Inappropriate scoping of the process
Lack of appreciation for hard work and discipline required to implement

I hope that helps.

[victory]

Thanks itilimp. It is true and unfortunately I am facing most you have mentioned.

[vitalitil]

Hi Victory,

Although I know a lot of people hate to admit it, sometimes it is better to bring in a consultant. One of the most common problems in ITSM implementation and compliance is simply knowing where to start. You might well save time and money in the long run if you bring in somebody who has seen it all before (and has the thousand-yard stare to prove it). They will be able to assess your state of readyness for the ISO 20000 audit and recommend courses of action so that you can get through it unscathed.
_________________
Vitalitil

[victory]

Hi Vitalitil,

Please be aware that many of the ITIL consultants are also in the learning ladder. Any how my opinion is to start with Incident Management and move to COnfiguration and so on. In configuration management, implementation should be carried out in phases having proper controls from the beginning.

Any suggestions.

Cheers

VICTORY

[vitalitil]

I know what you mean, what with ISO 20000 being fairly recent, but as it was based on BS 15000 organisations who are BS 15000 complaint have a bit of a head start.
I would tend to go for Config management as the starting point as it is central to the other disciplines and would give you a solid foundation for moving on.

Oh, and if you were wondering, no, I'm not a consultant touting for business
_________________
Vitalitil

[dirkverhagen]

maybe already told but in other words:
-management wants it anyhow!
-too much paperwork (only writing docs)
-not communicating/listeing with/to staff (servicedesk employees)

[shubhendu]

Hi Victory,
as an ISO 20000 consultant myself who has led organizations towards successful certification I can advice u 2 things:
A. Hire a consultant if u r serious abt certification
B. Do not try to implement configuration management for all the services in ur service catalog at one go. It leads to chaos,frustration and loads of wastage of time.
If u r not hiring a consultant,initially look for quick wins. Your choice of Incident Management is a good one as it gives immediate visibility.Try setting up basic Change Management process also...putting in a CAB together gets a lot of buy-in from people.Also,get ur contracts,SLAs,OLAs all in place(which can be a very hard task) and try to have a manageable Service Catalog. I think this is good enough for start.
Bye,
Shubhendu

[peppermint]

Hi Victory,

when doing your gap assessment against the requirements of the standard, do not fall into the trap of doing a capability assessment, meaning to what 'extent' you're fulfilling a particular requirement by doing some of the activities. You're either doing it to the full or you're not doing it. The auditor won't care about capability, but hard facts, documents and evidence of activity.

Consultants might be in the learning ladder, but generally they've done at least 1-2 certification projects, so still ahead of an organisation that is just starting to think about it. And this is not applicable to the consultants who were doing BS15000 before iso came into the picture.

pep

[m_croon]

Hi Victory,

Has your management decided about the scope of the certification yet? Starting with a smaller scope can aid you to be eligible quicker.

[UKVIKING]

I have recently finished the ISO/IEC20000 certification course.

My first question is

Are you providing an end-to-end IT Service which wil lmeet the criteria for ISO/IEC 20000 certification

What is going to be the scope of the ISO/IEC 20000 certification.

ISO/IEC20000 certification scope is the most most critical issue.

You will have to get the certification from an outside source - the auditor

You will need to find an organization which will perform the audit for the ISO/IEC 20000 as well some one inside the your company to implement ISO/IEC 20000.

I would expect it to take 1 year to 18 months to implement ISO/IEC 20000.

Since I am a consultant, the invoice is being virtually sent to one and all.

The fee is 2 cents (virtual US dollars). Please virtually pay immediately
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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