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ITIL :: View topic - Is ITIL for every organisation
service management is predicated on entity A providing service to entity B. When IT does not exist as a distinct entity, when everyone in the business regards themselves as entity A, then there is no neat line of demarcation into which a SLA can be inserted. Sure you can still track incidents and problems and changes but are you doing ITSM and anre you doing ITIL? _________________ Rob England, Two Hills Ltd
Joined: Feb 02, 2006 Posts: 41 Location: Sydney, Australia
Posted: Fri Jun 02, 2006 12:05 pm Post subject:
twohills wrote:
yes but....
service management is predicated on entity A providing service to entity B. When IT does not exist as a distinct entity, when everyone in the business regards themselves as entity A, then there is no neat line of demarcation into which a SLA can be inserted. Sure you can still track incidents and problems and changes but are you doing ITSM and anre you doing ITIL?
Absolutely
An IT Deparment in any organization is already a distinct entity (It has own staff, own management, own procedures - or one would hope they do), it does not need to wear a Business within Business suit to become an even more of a distinc entity. I think one of the main points of ITIL startegic planning is to make IT Department and Business IT Service needs as one. IT Department is a neccessary tool to deliver IT Services on Business needs. IT Department is not there because it looks good on the company portfolio, it is there because it is needed by the business (It is part of the business). ITIL is the framework to establish and enhance the Deliverable quality of IT services to the Business. Having said that ITIL is very scalable to the business needs and adjustable for any business infrastructure (Be it big or small)
An IT Deparment in any organization is already a distinct entity (It has own staff, own management, own procedures - or one would hope they do),
Small businesses often declare their strategic advantage to be agility and flexibility (or at least that's what they make you believe). As a result, it becomes more difficult to justify that the IT group is a distinct team. Although they're the IT guys, they often share the room with the rest of Finance and Operations. The IT guys typically report to the CFO.
What that does is to make it politically difficult to integrate the ITIL model. It doesn't mean that it wouldn't work. It would. But it will be difficult to convince management.
I have not lived a 6-month ITIL implementation. I don't know how that works. For me, implementing ITIL is something that takes time because it is a cultural change more than anything else... and cultural needs to go from top to bottom and back, or vice versa, but it has to be sold to everyone to have a chance. _________________ BR,
Fabien Papleux
Accenture
Technology Consulting | Service Excellence
Red Badge Certified
TYhe OGC has recently published a re-write of an earlier book on this topic ISBN: 0113309805 ITIL Small-scale Implementation . It is described as follows
Small-Scale Implementation" was written for small organisations examining the quality of their IT service management and either adopting or considering ITIL[registered]. The guidance in ITIL[registered] is equally as applicable to small organisations as it is to large multi-national companies, but applying it on a small scale is helped by some adaptation and a pragmatic focus. This publication does not assume the reader is familiar with all the detail of the core ITIL[registered] books, but has an awareness of the terms and approaches suggested by ITIL[registered]. Therefore, while everything in this publication is intended to be useful to those delivering services in small organisations, much of the content will apply whatever the size, circumstance, or situation. Sometimes referred to as 'ITIL[registered] Lite', this approach is not about which parts of ITIL[registered] are appropriate, but rather an adapted ITIL[registered] approach to delivering an improved service, using all aspects of the guidance tailored to the smaller implementation. This publication addresses the different service management challenges faced by smaller organisations. Armed with the ideas presented in this publication, readers will be able to adapt the ITIL[registered] guidance to deliver benefits in their own, unique, small implementations. The International ITSMF organisation, through its International Publications Executive Sub-Committee (IPESC), comprised of members from all ITSMF chapters around the world, has given formal ITSMF International endorsement to this publication. It supersedes "IT Infrastructure Library" practices in small IT units (ISBN 0113306741). _________________ Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
Joined: Feb 02, 2006 Posts: 41 Location: Sydney, Australia
Posted: Tue Jun 06, 2006 10:10 am Post subject:
Fabien wrote:
What that does is to make it politically difficult to integrate the ITIL model. It doesn't mean that it wouldn't work. It would. But it will be difficult to convince management.
That I agree with. But, it is a similar case with big companies as well. It is always hard to convince the management of needed change. The good thing about ITIL is the quick wins it provides. Everything ITIL covers (Especially in Service Support and Service Delivery) is ussually everything already implemented by Business (Big or small) only in a disorganized manner. I always considered it a good selling point to advertise ITIL to management as a way of organizing everything already in place to increase productivity level and save costs. I think this would work with any organization
TYhe OGC has recently published a re-write of an earlier book on this topic ISBN: 0113309805 ITIL Small-scale.
I've got this book a long time and red it but it does not give good information in my opinion. They don't tell HOW small the organisation is/can be. Also they suggest some roles but they don't give answers what a specific role has to do/what function it has and who should perform this role.
Then you should maybe look at the latest edition because it begins with a discussion about the main operational differences in small and large organizations. I haven't gone through it all yet but it looks fantastic for this topic. _________________ BR,
Fabien Papleux
Accenture
Technology Consulting | Service Excellence
Red Badge Certified
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