The ITIL v3 framework is a set of best practices for ITSM preferred by many organizations around the world. Thanks to its multiple advantages, many companies choose it above other standards in their first steps towards an ITSM implementation. This first ITIL approach always arises out some questions related to the correct steps to follow to start the ITSM implementation efficiently.
To guide you through this initial stage, we brought you five tips to help you get the most out of your ITIL v3 implementation.
Clearing up some ITIL v3 misconceptions
ITIL v3 represents the latest version of the ITIL framework. It is a standard that integrates a compilation of best practices focused on aligning IT services with the business needs. ITIL has gone through several revisions in its history. As a result; this standard is nowadays aimed at optimizing the processes of identification, planning, delivery and support of services in an organization.
Its multiple advantages had made it popular among IT professionals and diverse organizations. However, this popularity has also allowed the proliferation of some misconceptions around its features. We believe that before going any further, and in order to create a real understanding of this framework; it is important to address these misconceptions with actual ITIL’s facts:
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The effectiveness of ITIL v3 is based on expertise
This affirmation addresses the misconception that says anyone can adopt ITIL without having any special skills or previous knowledge about its functioning. The real fact is that professionals with an ITIL v3 certification are necessary to achieve a successful implementation.
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ITIL v3 is a flexible framework
Sometimes ITIL may be perceived as a set of rigid rules. The truth is that ITIL v3 is structured in 5 phases with 26 processes that you can adopt and adapt depending on your company’s objectives. You do not have to go through every stage rigorously if you do not need to.
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Organizations of every size can successfully adopt ITIL v3
Another misconception says ITIL v3 works only in large organizations. The truth is that ITIL v3’s flexibility allows a customized application of its phases. Actually, ITIL effectiveness has no relation to the size of the company.
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ITIL v3 is compatible with other standards
As a matter of fact; ITIL v3 can be seamlessly combined with other standards such as COBIT or ISO 20000 to create the integration that best suits your business needs.
Now we clarify this, let’s see those tips.
#1. Start by setting your objectives correctly
Choose your objectives according to your needs: Which are the problems you want to address with ITIL v3? Which are the areas of your organization you want to enhance? How can you improve the quality of service you offer to your clients? Many IT teams make its first approach to ITIL by focusing on the structure of this standard; without taking into account the results of its implementation. Use a different line of attack and above all, avoid considering ITIL v3 implementation as a goal in itself.
Remember this framework represents a collection of suggestions on best practices to improve your business, rather than a prescriptive list of rules. When adopting ITIL v3, customize its structure as much as possible and do not forget the authentic purpose of these practices’ adoption: bringing your organization as close as possible to succeed.
#2. Consider all ITIL v3 life cycle stages as important:
Some IT teams start ITIL v3 approach by focusing exclusively on the Service Operation stage or some processes such as the Incident Management or Problem Management. As a result, they neglect other relevant stages such as the Service Strategy or the Continual Service Improvement. Be careful in giving importance to all ITIL v3 phases and avoid distracting your attention away from critical details such as cost determination, resistance to change, or objectives readjustment due arising business needs.
#3. Manage resistance to change
The implementation of ITIL v3 carries an impact on the daily activities of the actors involved. In this context, it is quite normal the arising of a certain resistance to change that invites these actors to continue to carry out their tasks in the same way as they have done until now.
To avoid this, we recommend you leading the change by employing the 8 Kotter steps:
- Create a sense of urgency.
- Build a guiding team who can influence others to accept change.
- Get the right vision and strategy.
- Communicate this vision effectively.
- Delegate responsibilities. Empower action.
- Create short-term wins.
- Consolidate gains.
- Anchor change in the corporate culture.
Remember, it is very important that all team members walk in the right direction. So do not underestimate the importance of showing both, executives and employees, the value of ITIL v3.
#4 Invest in continuous training
This point is closely linked to the previous one as it has to do with the human component of your organization and its ability to fully exploit the lifecycle stages of ITIL v3. The implementation of this standard carries a new terminology and an organizational change. To uphold a motivated and efficient IT team, you need to ensure your entire team is fully and continuously trained to understand ITIL v3 in a comprehensive way for your business.
#5. Choose the right ITSM tool
Investing in a software solution that integrates ITIL v3 practices is critical to simplifying the ITSM implementation process. Today, the market offers a wide range of multifunctional and technologically advanced solutions. This is excellent, as you can choose the tool that best suits your organization’s objectives from a wide variety of options.
However, it is important for you to remember not to prioritize tools over objectives, people or processes. A tool represents a great resource, but its effectiveness depends on a well-structured strategy and an efficient IT team coordinated work.
An excellent way to avoid getting distracted at this point and wasting too much time and effort in selecting the right tool is to look for expert advice on ITSM tools.
A few extra tips
It is great for you to set ambitious expectations related to your organization. However, when doing it, just make sure they are realistic. Your team will remain motivated if they understand that the progress of an ITSM implementation based on ITIL v3 supposes a gradual achievement and it does not follow a rigid lined structure.
At the same time, avoid setting a culmination date for your ITSM implementation project based on ITIL v3, even after your goals achievement. The implementation of ITSM aims at continuous service improvement, which means that this project must last as long as you want to continue delivering efficient services to your clients.
Finally, find the best ITSM tool; answer all your question related to ITIL v3, and get free and high-quality consultancy from a team of expert advisors.
