The Insider's Guide to Next-Generation BPM
By Markos Symeonides, Director, Axios Systems , 09/09/2009
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The incremental approach to ITIL
Many organizations want to improve the cost, quality and agility of their IT service provision by implementing ITIL best practices, but this often seems like a daunting prospect. As is often the case, the burning question is: how do we start?
Tackling 10 processes simultaneously is prohibitively complex and almost certainly doomed to fail. So the default roadmap to ITIL nirvana is to slice it up process by process, selecting the most urgent process (or couple of processes) first and finding a tool that supports it.
This strategy makes good sense in principle and outputs a rather smart roadmap chopped up into manageable, bite-size chunks. However, there are two major pitfalls with this process-based approach:
Turn to page one of your ITIL roadmap and the focus may be on applying service desk automation or a solid change management process. But are you giving consideration to the last item in the roadmap?
Vendor evaluation tends to work on a very narrow "what we need now" basis. If you need a service desk tool, you need a service desk tool, so go out and buy one that fits your needs. Makes sense so far.
But turn to page two of the roadmap and change management is the next priority. Does your service desk vendor supply a change management tool? No? Then you're looking at another vendor evaluation cycle.
Integrating two incident and change management tools may not involve a great deal of effort, but each time an additional module is added in line with the roadmap, the cost of integration is multiplied and the pitfalls of integration become all too apparent. Each stage in the roadmap will be affected by delays, costs and risks. Implementation is delayed by vendor evaluation. Integration is often complex and requires expensive consultant time. Risk of failure is high.
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