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ITIL :: View topic - ITIL implmentation
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ITIL implmentation

 
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Apprentice
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Joined: Apr 30, 2007
Posts: 5

PostPosted: Sun Jun 17, 2007 11:32 pm    Post subject: ITIL implmentation Reply with quote

Hello All,
This is the current scenario,

- Mid-sized Company preparing for its first SOX audit

- Has a helpdesk but really basic

- Having real problems with service agreements with their contractors

- Security is also turning out to be big issue but company planning an IAM implmentation.

- Couple of laptops whisked off the company compounds but they had to no track of their assets.



Questions :-

- Is ITIL implementation justified in the current scenario when the company really hasn't complained about the quality if IT services.

- Is a full ITIL implementation always required or can we pick & choose the parts (for example - in the current scenario - can we just go for Security management, SLM, Config mngmt.)


Kindly help me, this is information from a case study I am doing in order to get a better grasp of ITIL.
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Yorkie
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Joined: Dec 21, 2006
Posts: 15

PostPosted: Tue Jun 19, 2007 1:07 am    Post subject: To implement or .... Reply with quote

Hi Apprentice,

You probably need to start by deciding what business you are in. IT enables business it can also be an inhibitor. Does IT impact your bottom-line? What is the implications to your business if your services are not available? What if you lost your customers' data?

Picking and choosing, well us being human we would do the easy stuff, perhaps.

The key with ITIL is to implement integrated service management. The ITIL publications proivde lots of detail about business alignment and justification.

You might start by doing the self assessment. Customers of your services ( do you have a service catalogue ) wont know what levels they have because they are not measured. Again a business metric is required.

Losing hardwaere is one thing, what was on the laptops? ( don't answer that !!!). You prbably need a risk assessment of your IT infrastructure and environments coupled with the business. Continuity Management, drive it from there, get the business buy-in. Good Luck.

Regards
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Apprentice
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Joined: Apr 30, 2007
Posts: 5

PostPosted: Tue Jun 19, 2007 4:18 pm    Post subject: Reply with quote

Thanks for your reply Yorkie...
Just for your reference sake the company is a soft drink company which really doesn't seem to complain much about the quality of IT service...but I agree with you that they wont know what they have or rather what they are missing unless it is measured...
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