Monday, May 24, 2010

Getting ITIL Lite Right

It’s easy , no? Hint: These links are not advertisements and are extremely helpful. Let me breakdown the obvious steps for you:

  1. Discover what ITIL is.
  2. Read the yellow book.
  3. Choose and procure an ITIL compliant service desk product.
  4. Install this product and begin configuring.
  5. Find yourself overwhelmed.
  6. Read ITIL Lite.
  7. Decide to implement Incident and Change.
  8. Take the ITIL Foundation course online and pass the exam.
  9. Form a committee to govern Service Desk software configuration and guidance.
  10. Make folks wonder why you are no longer calling it the Help Desk.
  11. Decide to implement Incident, Problem Management, and Change.
  12. Bring Pink Elephant on-site and have half your IT staff trained and certified.
  13. Read Foundations of IT Service Management.
  14. Read Service Management for Dummies.
  15. Decide to implement Incident, Service Request, Problem Management, and Change.
  16. Realize you need a minimal business facing Service Catalog.
  17. Buy a book on Service Catalogs.
  18. Build this Catalog.
  19. Wrap in a formalized service transition document for good measure.
  20. Implement.
  21. Go-Live.
  22. Profit.
Did it work? Not sure yet. What I can tell you is that Steps 1-19 are out of order and Steps 20-22 are pending. However, I think we got to where we need to be. More to follow.

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