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ITIL for SMBs presented by Alex D Paul in InnoTech show, San Antonio, United States

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  1. 1. ITIL for SMBs Alex D Paul Director, ManageEngine
  2. 2. Agenda
  3. 3. About ME <ul><li>Alex D Paul, Director ITSM </li></ul><ul><li>Product Manager for ServiceDesk Plus </li></ul><ul><li>Consulted for customers in 14 countries </li></ul><ul><li>Author of ITIL Heroes Handbook </li></ul><ul><li>Attempting to bring fun into IT Management </li></ul>
  4. 4. ITIL – A Quick Backgrounder
  5. 5. ITIL – Collective Knowledge
  6. 6. ITIL V2 Modules Red Book Blue Book
  7. 7. ITIL V3 Core Modules
  8. 8. How ITIL V3 relates to V2
  9. 9. Example : Change Management
  10. 10. Change Management
  11. 11. Change Management <ul><li>The goal of Change Management is to control and manage approved changes with accepted risk. </li></ul>
  12. 12. Change Mgmt Process
  13. 13. Change Management Workflow Tuesday, January 8, 2008
  14. 14. What SMBs think about ITIL Complicated Not for SMBs Expensive
  15. 15. Why is ITIL so complicated Detailed books and complicated process Expensive Consulting Expensive Tools
  16. 16. <ul><li>7 Approaches </li></ul><ul><li>to make sure ITIL works for SMBs </li></ul>
  17. 17. #1 If IT Ain’t Broke Don’t Fix It <ul><li>Choose only the parts that help you </li></ul><ul><li>Choose a minimal ITIL process </li></ul><ul><ul><li>Implement ITIL from a can-I-live-without-that- perspective </li></ul></ul><ul><ul><li>Consultants can only advice, evolve process that helps people </li></ul></ul><ul><li>Software Solution </li></ul><ul><ul><li>Complex does not mean sophisticated </li></ul></ul><ul><ul><li>Choose a readily available solution </li></ul></ul><ul><li>It’s a Team Game </li></ul><ul><ul><li>Hand out responsibilities, let the team win </li></ul></ul>
  18. 18. # 2 By The Spirit Not By The Book I have to implement at least 2 or 3 ITIL process <ul><li>Don’t rip and replace with new process </li></ul><ul><li>Deploy Gently, show results and improve </li></ul><ul><li>Start where it works </li></ul>After-Certification-do-something Syndrome
  19. 19. #3 Complicated Does Not Mean Sophisticated <ul><li>Team hate to follow complex process maps </li></ul><ul><li>Stop taking your process maps to consultants asking if you got the process right </li></ul><ul><li>Don’t get lost in complicated ITIL terminology and how ITIL has helped big companies </li></ul>ITIL, federated CMDB, ITIL V3, BSM, IPAM, ITAM, Blah blah blah He knows everything, he can help me implement ITIL
  20. 20. # 4 Fail Fast & Change Course <ul><li>Take an account of ground reality. </li></ul><ul><ul><li>If Something is in place and working, take small steps to improve it eg: start with defining the right categorization, self service, and priorities </li></ul></ul><ul><li>Don’t Thrust a process in ITIL’s name </li></ul><ul><ul><li>Choose what works and helps a team. Don’t thrust a process that requires a lot of changes. </li></ul></ul><ul><li>Select the right tools </li></ul><ul><li>You need a simple software solution that will help you implement ITIL at your pace. </li></ul><ul><li>Don’t get lost in legendary solutions or impressive list of buzzwords </li></ul>
  21. 21. Knowing is not Doing <ul><li>Knowing ITIL is one thing </li></ul><ul><li>Implementing it is quite another [Beast] </li></ul>I read a lot about swimming I know to swim
  22. 22. # 5 Pick The Right People <ul><ul><li>Understand your team and give them the right challenges </li></ul></ul><ul><ul><li>Knights : Process owners </li></ul></ul><ul><ul><ul><li>Conquer new beachheads </li></ul></ul></ul><ul><ul><ul><li>Work Independently </li></ul></ul></ul><ul><ul><li>Warriors </li></ul></ul><ul><ul><ul><li>Techs on the front </li></ul></ul></ul><ul><ul><ul><li>Need constant motivation </li></ul></ul></ul><ul><ul><ul><li>Look up to the knights – Give them a hero to worship </li></ul></ul></ul><ul><ul><li>Farmers </li></ul></ul><ul><ul><ul><li>People working to build your Kbase, Process docs, Change Builders and Release Management </li></ul></ul></ul><ul><ul><ul><li>Provide the eco-systems for knights and warriors </li></ul></ul></ul>
  23. 23. # 6 Team’s Project, not yours <ul><ul><li>They need to feel them process is there to help </li></ul></ul><ul><ul><li>Identify champions, reward converts </li></ul></ul><ul><ul><li>Create and assign milestone, celebrate victories and show how it helps the team </li></ul></ul><ul><ul><li>Change Process, Not the Team </li></ul></ul><ul><ul><li>Change Process to what works for people and help them good IT service and not vice versa </li></ul></ul><ul><ul><li>Process can evolve, don’t frustrate but sticking to a flowchart </li></ul></ul><ul><ul><li>Techs need to feel that they can cut across any process to help users </li></ul></ul>
  24. 24. # 7 The Main Thing <ul><li>Avoid the obsession: Tendency for people to get lost in process or technology or tools </li></ul><ul><li>Always remember , </li></ul><ul><li>The Main Thing Must Be The Main Thing </li></ul>
  25. 25. Summary <ul><li>Quick Overview of ITIL </li></ul><ul><li>Approaches that help </li></ul><ul><li>Next thing </li></ul><ul><li>Stories from the Battle Front </li></ul>
  26. 26. From The Battle Front <ul><li>Welcome </li></ul><ul><ul><li>Alex Walker, Director of IT </li></ul></ul><ul><ul><li>Cetero Research </li></ul></ul>