PECB Webinar: Common ITIL implementation mistakes in the scope of ISO 20K
•
3 likes•1,065 views
We will cover: • ITIL implementation pitfalls in the scope ISO 20K application • Different aspects affecting organization’s performance by applying ITIL • Faults of ITIL implementation and proposed solutions Presenter: This webinar will be presented by Mohamed Shalaby, Managing Director of Al3adeyat Inc..
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to PECB Webinar: Common ITIL implementation mistakes in the scope of ISO 20K
Similar to PECB Webinar: Common ITIL implementation mistakes in the scope of ISO 20K (20)
More from PECB
More from PECB (20)
Recently uploaded
Recently uploaded (20)
PECB Webinar: Common ITIL implementation mistakes in the scope of ISO 20K
- 1. Common ITIL implementation mistakes in the scope of ISO 20K Presenter: Mohamed Shalaby
- 2. Myth • It’s not ITIL that fails; it’s the organizations and people implementing it.
- 3. #1 • Lack of top-level support and buy-in
- 4. #2 • Existing processes and procedures do not align
- 5. #3 • Some processes do not exist, others are not being used
- 6. #4 • Trying to do too much too soon, the proverbial “running before walking”
- 7. #5 • Various staff members do not understand the difference between policy, process, procedure, & work instruction
- 8. #6 • Too often too much reliance is placed on the technology. However the correct implementation of the technology is critical
- 9. #7 • Staff members are reluctant to admit their level of understanding of the requirements
- 10. #8 • Too much emphasis is placed on the “easy stuff”
- 11. #9 • While consultants can add value they are often badly managed. A particular issue is the transfer of knowledge to employees and allowing the consults to concentrate of the higher value-add activities
- 12. #10 • Not everything is recorded or measured, especially the performance of identified improvements
- 13. #11 • Continual Improvement feedback channels are not clear
- 14. #12 • Not identifying success stories and communicating them back to the business
Editor's Notes
- To be really successful ITIL requires accountablity; personal accountability, accountability to collegues, to the department and customers.
- Achieving 2 different targets. e.g. process states to check KB, but procedure states to escalate to next level of support. This would be solved if implementation used the PDCA Cycle, and people’s feedback were taken into account
- ITIL is like a puzzle as the ISO 20K implementation as well. If missing some, then missing the whole picture To avoid such situation a good process governance shall be in place, and internal audit programme, management reviews, and accordingly continual improvement actions would be in place.
- Trying to implement too many processes at once is like doing two jobs badly rather than one well
- competence, awareness and training & evaluate those actions
- when people say they dislike their ITSM technology it is often the implementation of the technology that causes them issues Placing more emphasis on the “IT” and less on the “SM” part of ITSM
- Training & awareness programs shall be evaluated after Insufficient effort placed on selling the concepts and benefits of ITIL to employees. Result = lack of commitment and reticence to change
- such as incident management. Organizations then fail to progress past the reactive elements to the proactive elements of ITIL such as availability and capacity management
- No clear channels to communicate continual improvement suggestions, or ideas.
- Eventually we are responsible for adding value to the business, & we have to let the business note that value when achieved