This document discusses challenges that organizations face when implementing ITIL (Information Technology Infrastructure Library) frameworks. It identifies eight key sources of challenges: 1) lack of senior management commitment, 2) difficulties managing organizational changes, 3) implementing the wrong scope, 4) insufficient competency of IT staff, 5) poor project methodology and governance, 6) weak management of communication, 7) failure to consider all stakeholders, and 8) low quality of any consultancy firms involved. The document provides examples and explanations for how each of these challenge sources can negatively impact an ITIL implementation project.

1. TACKLING ITIL
IMPLEMENTATION
CHALLENGES
Mohamed Zohair
ITSM Senior Consultant
Sixth Annual Conference
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2. About Me
 ITSM Senior Consultant.
 Technical writer in ServiceManagers.org
and named as one of 2013 TOP-TEN SM
Experts.
 ITIL and PMP certified.
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3. What we will talk about ?
 ITIL overview
 ITIL implementation benefits
 ITIL Implementations challenges
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4. Reality
80% of large organizations
61% of midsize organizations
36% of small organizations *
are at least considering or piloting ITIL
4 out of 5
Failed or at least delayed
* Due to May 2012
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5. ITIL Overview
 ITIL Overview
 ITIL Integration with other frameworks
 ITIL Implementation Key benefits
 Increasing customer satisfaction
 Improving an efficiency of IT services
 Reducing the long-term cost of IT
services operation
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6. ITIL Implementation
 What ITIL implementation is?
 What it will and will not includes?
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7. ITIL Implementation Main
Challenges
 ITIL as best practices
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8. ITIL Implementation
Challenge Sources
 Organization
 Senior management commitment
 Managing organizational changes
 ITIL implementation scope
 Organizations’ IT staff competency
 Project Management Methodology
 Project management and governance
 Managing communication
 Managing project stakeholders
 Consultancy Firm and Implementation Team
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9. ITIL Implementation Challenges Source
1- Senior management commitment
 The management commitment is a key success factor
 Real management support includes “walking the talk”
 Course of actions may be required from senior
management during implementation
 large-scale ITIL implementations, which usually
required justifiable resource allocations for planning,
implementation and monitoring
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10. ITIL Implementation Challenges Source
2- Managing organizational changes
 Changing organization to be service-oriented culture
 Addressing the best way to deal with factions and
groups inside the organization
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11. ITIL Implementation Challenges Source
2- Managing organizational changes
 Drive the strategic vision aiming to convert the
organizational culture to be service oriented.
 Vision is effectively communicated so it is finally
interpreted into a tangible course of actions for the
organization staff.
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12. ITIL Implementation Challenges Source
3- Determine Fit ITIL Implementation Scope
 Each ITIL process has
serious dependencies
upon other processes
 ITIL processes are not of
equal importance and
value to the business
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13. ITIL Implementation Challenges Source
3- Determine Fit ITIL Implementation Scope
 Understand the main pain areas that the organization
facing.
 Set the required depth of details for each ITIL
process.
 Determine the best approach for ITIL
implementation
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14. ITIL Implementation Challenges Source
4- Organization’s IT staff competency
 IT staff who will carry out the ITIL process
 ITIL awareness sessions is not enough.
 The organizational behaviour and change
management awareness sessions must be
included.
 All of the organization’s staff should be involved
in training and awareness sessions.
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15. ITIL Implementation Challenges Source
5- Project Methodology and Governance
 Implementation ITIL as a business case
 Applying the right project management
methodology and IT governance
standardization would help employees realize
the benefits of the new system over a short
time period
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16. ITIL Implementation Challenges Source
6- Managing Project Communication
 Day-to-day communication with all parties,
consultancy firm’s team, the organization team,
and other project stakeholders either internal or
external.
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17. ITIL Implementation Challenges Source
6- Managing Project Communication
 Understand the progress, risks, Issues, .. Etc
 keeping two-way communication between
organizations’ management and staff grants the
smooth implementation and valuable results
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18. ITIL Implementation Challenges Source
7- Considering All Project Stakeholders
 ITIL concentrates mainly on IT operational activities,
there are many other processes related to business,
security and governance. That include many
stakeholders across the organization.
 Even a customer with little understanding of ITIL
processes, will use the final IT services. So, the project
sponsor has to consider them as stakeholders.
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19. ITIL Implementation Challenges Source
8- The Quality of Consultancy Firm
 ITIL implementation team themselves
 Project Manager
 Project Documentation
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20. Keep in Touch
 +966 54 6393 677
 Zohair@eng-tec.net
 www.linkedin.com/in/mzohair
Full Conference Paper Link
TACKLING ITIL IMPLEMENTATION CHALLENGES
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