Many companies begin the implementation by requiring most or all of their IT staff to attend a 2 or 3-day ITIL v3 Foundations certification course and require the staff to complete a certification test at the end of training. The v3 Foundations training provides a common understanding of the ITIL framework, the value of the service lifecycle approach, where IT can add value to the business, and a common language for a more accurate discussion.
Since ITIL adoption is a major project, it’s important to designate someone as manager to provide formal oversight. The project manager should be a certified ITIL® Expert or hold at least a few of the intermediate ITIL certifications. This is a long-term project, and every effort should be made to have the same project manager for the entire duration to provide continuity to the ITIL implementation.
The IT Services Manager is the person to carry out the four steps of service strategy (Define IT Services, Value IT Services, Measure IT Services, Commission Project for Improvement). Executing the four service strategy steps will produce a reasonable plan that can be articulated in business terms. Engaging with the business side of the organization helps steer IT to focus on those systems and applications that will have the most positive contribution to the overall business. There is also an ongoing step to consider, the need for new technology, but processes should be defined first. New technology is only an enabler and won’t improve weak processes. The selection of a tool for the software system should be the last step in a well-executed plan based on ITIL.
ITIL is the industry standard for best practices for the management of IT. If you work in the IT industry, and you work for a medium-to-large organization (or plan to), then you should think about adding one or more ITIL certifications to your resume. If you are about to begin the ITIL implementation journey, you can obtain a significant value in a relatively short period of time by following the ITIL four-step service strategy model. Keep the long term in mind, because this journey is measured in years not in months.
ITIL is a proven approach for continuous improvement. The goal of this constant improvement is to provide IT services in a more cost-effective manner and better match those services to present and future needs of the business.
ITIL is a framework of how to manage IT like a business for the business, but there are no absolute terms how any of the ITIL processes should be implemented. Those details are left up to you, the implementer. The goals and key performance indicators for each of the processes is well defined, so that there is a clear road map to measure your success.