How one company turned around a bad experience

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ITIL already became a workable and best practice on IT service management, but in the real world, there still emerges few setback examples from the implementation of ITIL. What factors cause the organization or company turned around? A story has happened in an international telecom company. They want to provide new services to its customers within new technologies. This company made a number of acquisitions. As a result the company's infrastructure became more comprehensive. The existing IT groups without much consolidation, just a little centralized control, poor communications and plan B on technology issues and redundancies. Few years later, this company wants to introduce ITIL framework in their organization. Hiring the business analysts and created a 12-person ITIL team for ITIL implementation. Each team member was certified. That team directly report to executive management. However, the decision was made to separate the team, including both managerially and operationally.

After one year on investigation and analysis, that team provide a quite comprehensive implementation plan to the organization. That plan was following all the ITIL guidelines and has been customized to fit the company's ideal operations. That plan is more theoretical than practical, event this plan has been customized for telecom workflow. But it was incompatible with the real-case in this kind of complex and non-standard structure IT organization.

Meanwhile, the organization continued to grow; IT staff had not been on board since the projects commencement. In addition, the communication problems and understand the basic ITIL methodologies, plus the implementation process incompatible with the actual workflows and roles. The ITIL was pulled back and assigned to IT architects for mend initially.

Eventually, their ITIL implementation is come true, but it is push by the large customer contracts which identify the ability of service levels requirement for the services. Also copy others successful story’s environment which includes tools, CMDB set up concept and implementation. This time the company understands the benefits from ITIL, after the labor, times and expenses. This story reports by Chris Matney on network world.

Enterprise's information environment is more complex on day by day, special on the integration of cross platforms and cross departments. Thus this story can be seen, it is no piece of cake on the reconstruction of information system without the strategic plans. Because of the information service management rules is affects the enterprise to be able truly support each business service operation. A balance between theory and practice is very important. The truly experience holds benefit of the ITIL framework implementation; both theory and practice had been achieved.