tackling itil implementation challenges
TRANSCRIPT
TACKLING ITIL
IMPLEMENTATION
CHALLENGES
Mohamed Zohair
ITSM Senior Consultant
Sixth Annual Conference
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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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What we will talk about ?
ITIL overview
ITIL implementation benefits
ITIL Implementations challenges
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Reality
4 out of 5Failed or at least delayed
80% of large organizations
61% of midsize organizations
36% of small organizations *
are at least considering or piloting ITIL
* Due to May 2012
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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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ITIL Implementation
What ITIL implementation is?
What it will and will not includes?
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ITIL Implementation Main Challenges
ITIL as best practices
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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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ITIL Implementation Challenges Source1- 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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ITIL Implementation Challenges Source2- 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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ITIL Implementation Challenges Source2- 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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ITIL Implementation Challenges Source3- 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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ITIL Implementation Challenges Source3- 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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ITIL Implementation Challenges Source4- 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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ITIL Implementation Challenges Source5- 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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ITIL Implementation Challenges Source6- 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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Understand the progress, risks, Issues, .. Etc
keeping two-way communication between
organizations’ management and staff grants the
smooth implementation and valuable results
ITIL Implementation Challenges Source6- Managing Project Communication
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ITIL Implementation Challenges Source7- 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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ITIL Implementation Challenges Source8- The Quality of Consultancy Firm
ITIL implementation team themselves
Project Manager
Project Documentation
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Keep in Touch
+966 54 6393 677
www.linkedin.com/in/mzohair
Full Conference Paper Link TACKLING ITIL IMPLEMENTATION CHALLENGES
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