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The 5 most common
Mistakes to implementing ITIL
Service Lifecycle
The Smarter Everyday project is owned and operated by CT...
1 – Ignoring the Business
• Implementing “just because” or “as the
flavor of the month”.
• Control cost of IT services and...
1 – Ignoring the Business
1 – Ignoring the Business
• Clear understanding of the business
objectives:
• Establish business relationship
management p...
1 – Ignoring the Business
• Comply with relevant laws,
regulations and policies
• Increase Customer
Satisfaction
• Improve...
1 – Ignoring the Business
• Improve Efficiency of
Services (increased
productivity and/or
reduction in expenditures)
• Ado...
2- Cookie Cutter Approach?
 ITIL lifecycle implementation should
consider different business specific factors.
Implementa...
2- Cookie Cutter Approach?
 Organizational specific considerations
• Why are we introducing ITIL?
• Stakeholders Manageme...
2- Cookie Cutter Approach?
 Organizational specific considerations
• Business Case and Budget
• Buy-in and commitment acr...
3 – No Project Management
• Swinging it does not work!!!
• The discipline of planning,
organizing, and managing
resources ...
4 – No Governance
• No Governance…No control!!
• Develop a governance model for
managing the ITIL Implementation with
corr...
4 – No Governance
• Modify job descriptions to match changes
to roles as an effect of introducing the
new governance model...
5 – Critical Success Factors?
 Critical Success Factors
 Consider People, Process, Products and
Partners.
 Stay the cou...
5 – Critical Success Factors?
 Critical Success Factors
 Follow a structured approach
 Understanding business strategy
...
ITIL®
Service Lifecycle
ITIL® Service Lifecycle – Big Picture
Thank You
Questions!?
TECHNICAL
Microsoft
VMware
Cloud Computing
IT and Cyber Security
CompTIA
Java ProgrammingLanguages
Novell
UNIX

Training w...
CTE Solutions Inc. - Ottawa
11 Holland Avenue, Suite 100
Ottawa, Ontario, K1Y 4S1
Tel: (613) 798-5353
Toll Free: 1 (866) 6...
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Top 5 Mistakes during ITIL implementations by CTE Solutions

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Transcript of "Top 5 Mistakes during ITIL implementations by CTE Solutions"

  1. 1. The 5 most common Mistakes to implementing ITIL Service Lifecycle The Smarter Everyday project is owned and operated by CTE Solutions Inc.
  2. 2. 1 – Ignoring the Business • Implementing “just because” or “as the flavor of the month”. • Control cost of IT services and technology • Ensure business and IT collaboration
  3. 3. 1 – Ignoring the Business
  4. 4. 1 – Ignoring the Business • Clear understanding of the business objectives: • Establish business relationship management process and framework • Maintain IT related risk at an acceptable level
  5. 5. 1 – Ignoring the Business • Comply with relevant laws, regulations and policies • Increase Customer Satisfaction • Improve Effectiveness of Services (Benefits Realization)
  6. 6. 1 – Ignoring the Business • Improve Efficiency of Services (increased productivity and/or reduction in expenditures) • Adopt continual service improvement culture and process
  7. 7. 2- Cookie Cutter Approach?  ITIL lifecycle implementation should consider different business specific factors. Implementation approach is not the same for every organization.
  8. 8. 2- Cookie Cutter Approach?  Organizational specific considerations • Why are we introducing ITIL? • Stakeholders Management • Organizational Change Management process
  9. 9. 2- Cookie Cutter Approach?  Organizational specific considerations • Business Case and Budget • Buy-in and commitment across the business • The combination of different practices needed in support of business objectives
  10. 10. 3 – No Project Management • Swinging it does not work!!! • The discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives in terms of quality, cost and time
  11. 11. 4 – No Governance • No Governance…No control!! • Develop a governance model for managing the ITIL Implementation with corresponding RACI charts. • Adopt and refine a service delivery model for shared services.
  12. 12. 4 – No Governance • Modify job descriptions to match changes to roles as an effect of introducing the new governance models. • Train staff in the industry frameworks and new/changed processes. • Ensure back to back agreements are in place
  13. 13. 5 – Critical Success Factors?  Critical Success Factors  Consider People, Process, Products and Partners.  Stay the course, do not deviate from your plan
  14. 14. 5 – Critical Success Factors?  Critical Success Factors  Follow a structured approach  Understanding business strategy  Which IT Services will enable and support business services
  15. 15. ITIL® Service Lifecycle
  16. 16. ITIL® Service Lifecycle – Big Picture
  17. 17. Thank You Questions!?
  18. 18. TECHNICAL Microsoft VMware Cloud Computing IT and Cyber Security CompTIA Java ProgrammingLanguages Novell UNIX Training with impact MANAGEMENT BUSINESS TOGAF Enterprise Architecture ITIL COBiT Agile and Scrum Business Analysis Project Management Change Management Communication Skills Leadership Skills Negotiation Skills Problem Solving Skills Facilitation Skills and many more…
  19. 19. CTE Solutions Inc. - Ottawa 11 Holland Avenue, Suite 100 Ottawa, Ontario, K1Y 4S1 Tel: (613) 798-5353 Toll Free: 1 (866) 635-5353 Fax: (613) 798-5574 CTE Solutions Inc. - Toronto 77 Bloor St. West, Suite 1406 Toronto, Ontario M5S 1M2 Tel: (416) 284-2700 Toll Free: 1 (866) 635-5353 Fax: (416) 284-6797
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