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ITIL :: View topic - ITIL Implementation
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ITIL Implementation

 
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SharonSmith
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Joined: Sep 19, 2012
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PostPosted: Thu Sep 20, 2012 6:04 am    Post subject: ITIL Implementation Reply with quote

A brainstorming question on ITIL implementation...

XYZ is a well established telecom giant - a market leader. They have been rapidly expanding their operations in different geographies gaining considerable market share. The subscribers have doubled over a year due to which Customer service is taking a beat. There are several complaints regarding long waiting periods, breach of SLAs leading to bleeding finances resulting in very poor customer satisfaction. Many customers are dissatisfied with their services even though XYZ offers the latest technology at the lowest prices.Now, to address this issue, XYZ has decided to implement ITIL processes within their organisation. Please suggest, which processes of ITIL would help us in resolving these issues ?
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UKVIKING
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Joined: Sep 16, 2006
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PostPosted: Thu Sep 20, 2012 5:31 pm    Post subject: Reply with quote

You have answered your own question

IT SM is IT SM

ITIL is merely a set of best practices

If you dont have IT SM well defined... define it
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
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Location: Newcastle-under-Lyme

PostPosted: Thu Sep 20, 2012 6:41 pm    Post subject: Reply with quote

This company is already performing all the "ITIL" processes and if it stops doing so it will soon collapse. Which "ITIL" processes do you believe it may not be performing?
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SharonSmith
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PostPosted: Fri Sep 21, 2012 3:27 am    Post subject: Reply with quote

Shouldnt the company be concentrating more on improving their SLAs i.e. relook their Service Level Management and also be concentrating a lot in the Service Operation processes. Anyone with different views.
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maximus
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PostPosted: Fri Sep 21, 2012 3:52 am    Post subject: ITIL Implementation Reply with quote

I think it should be SLM service level management
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Nick_dna
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PostPosted: Fri Sep 21, 2012 3:59 am    Post subject: Re: ITIL Implementation Reply with quote

maximus wrote:
I think it should be SLM service level management


I agree with maximus.. I believe it should be SLM Very Happy
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Diarmid
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PostPosted: Fri Sep 21, 2012 11:15 pm    Post subject: Reply with quote

SharonSmith wrote:
Shouldnt the company be concentrating more on improving their SLAs i.e. relook their Service Level Management and also be concentrating a lot in the Service Operation processes. Anyone with different views.


Absolutely not. You have no evidence that there is anything wrong with the SLAs. It's the poor service levels that have upset the customers and users. So-called "implementing an ITIL process" is not indicated at all. What is indicated is a need to examine the reasons for the poor service. Then you can apply improvement actions where the cause lies. You might call this a problem to be managed, but that does not mean you need to "implement" problem management. It just means you have to determine the underlying cause(s) and resolve them.

The idea that the correct response to "things are going wrong" is to implement some processes is absurd. Until you are sure that process is at the root of the problem, it is wasteful to tinker with processes. (It could be lack of resources or lack of training or poor management or any number of things.
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SharonSmith
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PostPosted: Sun Sep 23, 2012 4:18 pm    Post subject: ITIL Implementation Reply with quote

Thanks everyone
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Nuno
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PostPosted: Mon Sep 24, 2012 8:23 pm    Post subject: ITIL Implementation Reply with quote

I strong agree with Diarmid.
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24sa
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Joined: Nov 27, 2012
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Location: Mumbai

PostPosted: Tue Dec 11, 2012 7:47 pm    Post subject: Reply with quote

Diarmid,
Hello Sir,
I am agree with your point, finding ROOT cause and giving solution to the problem is the part of Problem Management only.
With addition to your post, Is the need of Capacity Management Procees not the more specific to this case?
Clearly the load has been increased too much, causing the trouble, Capaciy Enhancement is much needed. If have Capacity Management process had worked correctly than these type of situation could prevented earlier.

request for your valuable remark.
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Diarmid
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PostPosted: Wed Dec 12, 2012 1:15 am    Post subject: Reply with quote

Capacity is worth a look and anyway in a period of growth will need to be well done at all times.

But there is little in the question to suggest it above lack of people capacity or of poor ways of working. Best to just keep an open mind until the analysis is done.
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William Penn 1644-1718
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MikkoH
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Joined: Dec 11, 2012
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Location: Finland

PostPosted: Wed Dec 12, 2012 5:33 pm    Post subject: Reply with quote

My 2 cents,

Self-Help seems to be the cost-friendly solution to everything nowadays, also automating stuff could work to help kill the long waits.

The Service is balanced between extremely reactive(your case) and extremely proactive.

Adapting stuff from ITIL won't mean anything if there's no effort spent, and my guess is there's no real budget for the project...

Try to go proactive to lessen the load of the staff and take the time you might gain on improving the organization.
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