Introduction to ITIL

[Saulk]

Hi

I need assistace,i am newly appointed by a government department as a service desk manager and the department bought an ITSM tool which cost a fortune,no process are in place except from incident,request,Which i started from scratch.Where do i start to convince everyone that until we document policies,processes and procedure we wont see value of implementing the tool.problem management,configuration management ,service level management and Change management are not customised to our department.Most process owners are ITIL ILLiterate.I am ITIL SOA,ITIL OSA certified.

Please advise......

[BorisBear]

[UKVIKING]

Hire Diarmid on a short term contractual basis. He would be able to assist you in getting the right focus and the right track to get people to get on board.

That being said, there is a major difference from the free advice given here and consulting advice that is what you really seek / need

You governmnet agency bought a tool w/o thinking or planning and now you are on point to make it work. Life sucks doesnt

Considering that you have passed the exam for ITIL v3 foundation and the intermediate levels - SOA and OSA, I have to admit I feel vindicated about my opinion of the course material and the resulting certification.

Now what can be done and what advice can I give to you to help you fix the situation you are in

First. I have to ask

Is there any other ITIL certified staff in the company - V2 Manager's or anyone who has assisted in implement IT BP using ITIL framework

Is there a change manager, release manager, incident, problem manager with any authority in their area ?#
If they exist, are they ITIL certified or experienced
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[Saulk]

Only few are ITIL foundation certified,This includes our problem manager,change manager.I am also doing incident management.We have no configuration management at all.Service level management is not active.No one in top management went for any form of ITIL awareness workshops.

[UKVIKING]

So what you need to do is the following

1 - start with as Boris Bear suggest
2 - Get more staff trained on the concepts of ITIL
3 - hire some people who have implemented IT Processes using ITIL framework

keep plugging away at #1 and #2

#3 is of course dependent on the financial situation of your government agency and its ability to hire temporary staff. Then there are issues in selecting companies/types/etc. Another threrad for this

Now the tool
Every ITSM tool follows some sort of basic logic / workflow These usually equate to the ITIL BP workflow as document

1 - have someone document how the tool works from start to finish.
2 - do a parallel documentation of how the processes work - according to the teams involved.
3 - compare them
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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