ICT Infrastructure Management

[egssoft]

Hi,
I am planning to implement ITIL (Incidents, Problems and Changes on first stage) at a 500 end users org, but I don't know how to link the actual responsabilities of Infrastructure management with these processes? Actually my staff is very reduced. Does any one can provide a sample org scheme?.

Thanks.

egssoft

[rjp]

Good IT service management outcomes are not dependent on a particular organisational structure. And ITIL describes roles and responsibilities rather than 'positions'.

On the scale you are describing, it is most likely that only the establishment of a 'service desk' will require specific positions.

You will need to review everyone's activities and identify where their daily work practices need to be accountable to the processes you wish to put in place. But if the processes are clearly documented, and support by the right level of operational documentation (incident reports, requests for change etc), and your staff are trained in both the process requirements and the underlying objectives, then you are half way there.

Another aspect will be the need to establish broader activity cycles within which the service management processes operates. Set up regular review meetings for the processes themselves where you go over the handling of incidents etc.

Culturally, try to ensure people are accountable for the objectives. So when reviewing incident handling - make it clear that someone who went straight into lengthy fault-finding when a quick work around was available definitely did the wrong thing.

ITSM isn't about how your staff apply their technical expertise. It is about controlling when they do so, why, and to what end.

If you have the budget a mid-scale tool (in the Heat / Magic class) would be very useful, because you will need a way of formalising the processes, recording the activity they entail, ensuring the information is visible to those who require it, and reviewing and reporting on activity and outcome. Of course you can still do this with simple document collections, calendars, email, etc.