Posted: Sat Sep 16, 2006 12:48 am Post subject: ITIL x Tasks
Hi, I´ve just entered the community. I´m helping to deploy ITIL in my company, but we don´t have any specialist in it here and we had a lot of doubts that might sound simple or even stupid to you...anyway, here it goes.
We identified the main tasks of some of our resources and we are linking each of them with only one ITIL set. We don´t know if the best way, so here is my first dumb doubt: is there an easier/faster/accurater way to start the deployment, other than making an assessment of our way to work and compare with ITIL?
Still, some tasks seems to fit in more than one set. My second dumb question is: should we split it in two or more tasks, so every task has its own set, or should we assing to every task as many ITIL sets as it fits?
I thank you in advance for the help!
Joined: Sep 16, 2006 Posts: 3256 Location: London, UK
Posted: Sun Sep 17, 2006 9:10 pm Post subject: ITIL & Tasks
What do you mean by tasks
Do you mean this like
The Unix Support team will restore service to Unix & Linux O/S servers by diagnosing the fault, finding the resolution and restoring service
This is an Incident Management task which the Unix Support team would have been given by a Service/Help/Support Desk to deal with as part of escalation.
I think your company is doing ITIL back - ass wards. You are concentrating on the actions and tasking as the most important thing.
You need to take the Service Support disciplines as a psuedo Organiation chart - not a real staff organization chart but a pseudo one.
The Service Desk function & Incident Management
Do you have a dedicated team where the customer/user base contacts about faults & other issues ?
This team should be the central focal point for the customers/users. All IT Service issues should flow to them - This is Incident Management - and then out to the resolving groups. This is STILL Incident Management
If the resolving group finds a resolution to an incident/fault/issue, then they would restore service and the Incident would be return to the control of the Service Desk - still incident mgmt. The Sd would contact the user/customer and inform about the service restoration and if known the cause of the fault.
Now the actual Business organization most likely will not resemble the neatly drawn Org chart for Service Delivery but the functional org chart would resemble as well as in a flow chart.
As to the infinite # of tasks being assigning to specific ITIL tasks/processes - ignore this.
Take the highest level of each discipline and compare it to the existing work, staff and processes and procedures - not the individual tasks that an engineer or IT staff might do. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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