Implementing ITIL® Best Practices

ITIL® Consulting

Ask us about our Four Phase ITIL® Implementation consulting service. Our objective is to help your Service Desk maximize its effectiveness and efficency by reducing the costs incurred by unplanned work.

 

Four Phase ITIL® Implementation Outline

Phase 1: Discovery and Analysis

During the Discovery and Analysis Phase the goal is to gather information about how your organization currently provides IT services. By doing so a benchmark can be established and areas of improvement can be agreed upon. Here are some questions we ask during the Discovery Process. Answers are used to begin a discussion of how and where improvements can be made.

  • Is your current method/schema of categorizing tickets accurate and consistent?
  • What are some recurring challenges (problems) that are affecting productivity?
  • Make a list of these challenges and associate them as either an Incident or Request type.
  • What are your most common Incidents and Requests that comprise a large percentage of your work load? Try to add a percentage for each item.
  • Would you say Incidents are being prioritized accurately?
  • Does your organization track response and resolution times for Incidents and Requests?
  • Are there Escalation processes in place for Incidents and Requests?
  • Is there a procedure for assigning, monitoring, and communicating the progress of Incidents and Requests?
  • Does your organization send surveys to confirm that a Request or Incident was properly managed?
  • Are at least some problem management activities established in the organization, e.g. problem determination, problem analysis, problem resolution?
  • Do you have a system in place for finding root cause of tickets?
  • Are some problem management activities assigned to specific individuals or functional areas?
  • Are you currently logging changes? If yes, are there approval processes in place?
  • Are many of the Incidents and Requests that arise caused by un-authorized changes?
  • How technically knowledgeable are your organization's end users?
  • Is reporting being used to its fullest degree in tracking Service Level performance? Please give some examples of reports that you would like to see.
  • Do you currently have a Knowledge Base repository of solutions that is being utilized?
  • How are most tickets logged? From phone, verbal, end user interface, email?

 

Phase 2: Planning (Developing a Road Map)

The Planning Phase will include the following activities:

  • Meeting to discuss answers to Phase 1 questions.
  • Goals and performance criteria will be clearly defined.
  • Deliverables such as VI Service Desk configurations, custom enhancements, and an Implementation Road Map.

 

Phase 3: Implementation

Items from Phase 2 will provide a series of clearly defined steps to most effectively implement all agreed upon processes and enhancements.

 

Phase 4: Post-Implementation

Refine and Measure Improvements from Phase 3 Implementation. Specific areas for review will be:

  • Analyze actual performance vs. Service Levels Agreements; recalibration of Service Levels Agreeements as needed.
  • Discuss workflow configurations and any areas which can be further improved.
  • Discuss if any further enhancements must be made to help meet business goals.