Home source: http://www-07.ibm.com/tw/blueview/200609/p19_25.html
Taipei City Hospital (TCH) actually is a Union Hospital, this hospital includes ten hospitals is dispersed in Taipei different regional, for this hospital management to be more effective on the service, the teaching and the research quality are better, by the concept of centralized management and decentralized processing, makes the resources most effective. The hospital is one of the possibility place to have each kind of sudden outbreak, moreover it is affect a human life, if the information system cannot respond promptly, creates the risk is nobody may come to undertake. The hospital decided that establishes a set of IT management construction, lets each person's potency enhance largely, establishes a central information centre (more than 30 middle size server and main frame), first is centralized the equipment and personnel, and then reconstruct the entire IT infrastructure.
After central information centre establishment, faces to IT management aspect. Just one question could very possible involve to others simultaneously (more than 4,000 computers in various area). According to the ITIL concept, needs to define the clear the personnel's role, which matter should be done by a person. This idea is the reason of TCH inducts ITIL precisely. This also becomes the key point on TCH information management system rallying. Simultaneously lets the front end and back end person know that which matters each one can handle, how to illustrate their function to deal with the issue, however the confliction can be reduced.
TCH must have a good methodology to handle the 10 hospital's front end service management. This is the reason why TCH inducts ITIL framework, because ITIL includes the Incident Management, Problem Management, Configuration Management and other modules unify the information in CMDB. That may the advantage on discovers the real problem in case. Moreover ITIL concepts can also help people classify and solving the work, person, organization and equipment's matter. Actually some 80% events, the real issues possibly only occupied about 20%. In other words, so long as fixes about 20% real problems, which may solve about 80% problems. If TCH does not have ITIL implementation, it is unable to know that, which the issues do TCH have, where the issues come from? Whichever come from equipment or people?
After inducting ITIL framework, TCH know many matters from the IT management. It comes from the basic service quantity, equipment quantity, equipment's service condition, or personnel administrative condition. Is the operation working smooth or the service quality to be good, those have the objective data to be possible to consider. In term of the front end people, ITIL the most attraction for them, the work flow itself has not changed actually, but lies in the lifting efficiency at the same time.
The goal on Inducts ITIL framework, not only establishes the service desk, the most important things is let the IT department have more value, it represent on the quality, to be possible the quantification, to be possible to manage and working flow standardization. That is helpful to reduce people’s doubts and the complaint regarding to the IT department, and refine the IT department's value as well.
TCH induct ITIL start at June, 2006, establishes the service desk and the Incident management estimated that six months must complete, that is shorter compare to overseas possibly require two year, but the ITIL ten flows are the plan must complete completely in two years. After inducting ITIL, may let the development personnel concentrate on system innovation, develops the new system or provides the new software service, which can affect the medical service quality naturally. For example, after inducts PACS system's in hospital, patient take a testing on X-ray, possibly must wait for 15 minutes doctor to be able to obtain the result, and then continues the diagnosis. Now, the PACS can provide the result to the doctor when the patients possibly return to the consulting room.
ITIL may assist the IT personnel to solve the basic problem, but is not soling on event only. Change the situation from waiting to do not use to waiting, from passive way pass to initiative side that is one kind of significant improvement.
In summary, I know that in the majority cases, it is the intangible efficiency which ITIL framework brings. That represents in work sharing, on time consuming and money. As the last paragraph said that, if we can change the situation at event handling on waiting to do not use to waiting, from passive way to the initiative side on the processing flow, it is a significant improvement. Even it is intangible on the changing. But we can feel it is effective.
Sunday, May 25, 2008
Saturday, May 24, 2008
Uses the ITIL 2nd edition to build the foundation first and then upgrade again.
Home Source: http://www.ithome.com.tw/itadm/article.php?c=45166
Brian Johnson one of the ITIL founders is also the IT service management forum (itSMF) originator, present serves in CA’s ITIL to practice manager. He provided some idea to enterprise what is the ITIL 3rd edition key value? And who should face to the ITIL 3rd edition? Understand the core spirit before implementation. He aims at the detailed explanation how to select a correct ITIL framework version base on enterprise self requirement. As well as the key propose on ITIL Version 3 induction.
The ITIL 3rd edition has been published since May 2007, the service construction and life cycle's vision that has made the person a shine for it, but people get the puzzlement later on.
Johnson explain the different ITIL version between 1 and 3. What's the biggest difference on ITIL 3rd edition compared to version.1 and version.2? Each edition emphasis key point is dissimilar, for example version.1 and version.2 talked about IT service many are may choose (optional), or provided you a direction (guidance), but the 3rd edition, these things will be must (you should) probably working on. In the 3rd edition will advise (recommend) the enterprise to go to do, this will be 3 edition most main differences.
ITIL Version.3 is not uses for version.2 replacement. When the version.2 implementation is completed then can consider induction version.3 again at further. There has an assumption on version.3. it suppose the enterprise already to use ITIL v.2 to be very long, therefore enterprise expect their business more better, then upgrade to ITIL version.3. In other words, if enterprise inducts ISO 20000 very for a long time, wants to look for some better method, may also consider ITIL version.3. Enterprise selects the ITIL edition must according to their needs to decide that which edition can induct. Version.3 may not suitable for every enterprise.
If enterprise already achieves on ISO 20000 authorization, base on that foundation then can inducts ITIL version.3. Is necessary to upgrade to ITIL version.3? That depends on enterprise's commercial demand. What the enterprise needs to appraise is necessary take more investment improve to these standards? It is not for the ISO standard or ITIL certification and then works on the ITIL version.3.
If enterprise wants to take the ITIL version.3, they have to understand version.3 must the whole induction, it cannot be promote partially. It doesn’t like version.2 is service transmission, has more option. But version.3 is necessary whole induction.
When the enterprise inducts ITIL version 3 and provide the real services, how the enterprise can choose which part should play attention first? They can take the idea from Service Operation, as well as Service Transition books. According to the suggestion inside the book, think about what service is the enterprise wants to provide, whether all necessary flows did have, if does not have to probably make up these flows first and keep going.
If enterprise's IT management has not achieved on mature situation, but they want have better control on their working flow, which suits taking the ITIL version.2 methodology. If the enterprise many IT operations had been already mature, wants to advance manage on IT service life cycle, uses ITIL version.3 further.
In my view, ITIL framework establishment not one day and one night may become, it takes time and money, because the processes involve many subjects during the implementation. The category already depth also is broad. If take a wrong way, waste money and time. I strong agree as Brian Johnson mention, if enterprise faces to ITIL framework, they should divides the processes into short, middle and long term goal and then implement ITIL framework gradually. If enterprise doesn’t clear understand their IT management is it standing on the mature situation, find a consultant to do an assessment first. According to the assessment result, make up the weaknesses area and then take the ITIL Version.2 for the entrance. The achievements can obtain easily.
Brian Johnson one of the ITIL founders is also the IT service management forum (itSMF) originator, present serves in CA’s ITIL to practice manager. He provided some idea to enterprise what is the ITIL 3rd edition key value? And who should face to the ITIL 3rd edition? Understand the core spirit before implementation. He aims at the detailed explanation how to select a correct ITIL framework version base on enterprise self requirement. As well as the key propose on ITIL Version 3 induction.
The ITIL 3rd edition has been published since May 2007, the service construction and life cycle's vision that has made the person a shine for it, but people get the puzzlement later on.
Johnson explain the different ITIL version between 1 and 3. What's the biggest difference on ITIL 3rd edition compared to version.1 and version.2? Each edition emphasis key point is dissimilar, for example version.1 and version.2 talked about IT service many are may choose (optional), or provided you a direction (guidance), but the 3rd edition, these things will be must (you should) probably working on. In the 3rd edition will advise (recommend) the enterprise to go to do, this will be 3 edition most main differences.
ITIL Version.3 is not uses for version.2 replacement. When the version.2 implementation is completed then can consider induction version.3 again at further. There has an assumption on version.3. it suppose the enterprise already to use ITIL v.2 to be very long, therefore enterprise expect their business more better, then upgrade to ITIL version.3. In other words, if enterprise inducts ISO 20000 very for a long time, wants to look for some better method, may also consider ITIL version.3. Enterprise selects the ITIL edition must according to their needs to decide that which edition can induct. Version.3 may not suitable for every enterprise.
If enterprise already achieves on ISO 20000 authorization, base on that foundation then can inducts ITIL version.3. Is necessary to upgrade to ITIL version.3? That depends on enterprise's commercial demand. What the enterprise needs to appraise is necessary take more investment improve to these standards? It is not for the ISO standard or ITIL certification and then works on the ITIL version.3.
If enterprise wants to take the ITIL version.3, they have to understand version.3 must the whole induction, it cannot be promote partially. It doesn’t like version.2 is service transmission, has more option. But version.3 is necessary whole induction.
When the enterprise inducts ITIL version 3 and provide the real services, how the enterprise can choose which part should play attention first? They can take the idea from Service Operation, as well as Service Transition books. According to the suggestion inside the book, think about what service is the enterprise wants to provide, whether all necessary flows did have, if does not have to probably make up these flows first and keep going.
If enterprise's IT management has not achieved on mature situation, but they want have better control on their working flow, which suits taking the ITIL version.2 methodology. If the enterprise many IT operations had been already mature, wants to advance manage on IT service life cycle, uses ITIL version.3 further.
In my view, ITIL framework establishment not one day and one night may become, it takes time and money, because the processes involve many subjects during the implementation. The category already depth also is broad. If take a wrong way, waste money and time. I strong agree as Brian Johnson mention, if enterprise faces to ITIL framework, they should divides the processes into short, middle and long term goal and then implement ITIL framework gradually. If enterprise doesn’t clear understand their IT management is it standing on the mature situation, find a consultant to do an assessment first. According to the assessment result, make up the weaknesses area and then take the ITIL Version.2 for the entrance. The achievements can obtain easily.
Top 10 things IT managers should know about implementing ITIL
Home Source: http://searchcio.techtarget.com/news/article/0,289142,sid182_gci1243739,00.html
Pink Elephant firm represent 10 important points which we should consider on ITIL implementation. What’s the idea for those important points? It has been listed as the following:
Pink Elephant firm represent 10 important points which we should consider on ITIL implementation. What’s the idea for those important points? It has been listed as the following:
- ITIL implementations need to be managed as formal projects.
- It takes resources, including time and money.
- It will require education and training.
- More than ITIL processes will change.
- A strong communication plan will need to be executed.
- It takes management commitment and participation.
- The organizational culture will need to change.
- There will be resistance.
- It takes everyone's involvement.
- Every manager should know about implementing ITIL is: It's worth doing!
To be successful, we should have an overall vision and strategy. After that, we must have a project manager to manage all the activities which include consultants, communication, identify requirement, organizing funding, people, resources and such before starting the project. During ITIL implementation, we should provide the education or training to related member, because everyone should speak the same language on project interaction.
Focus on the ITIL implementation, the level of attention should from the very top on down, involves all IT staffs to develop and implement of the processes. In term of Technology has to support new processes and other existing business processes migration. That means new roles have to be created during the implementation. The company cultural issues would be change by the new policies and procedures.
For that culture conflicts, senior management plays a key role to communicate with the stakeholders and show visible commitment often. During the company culture conflicts, some people could leave their position; Leaders must be prepared to manage this aspect of change effectively in order to help the organization move quickly from resistance and denial to acceptance. Because of this affection is predictable. Avoiding that issue, don’t focus on just one group or department; get everyone's input. All stakeholders can make a valuable contribution.
Getting many people involved as possible creates a sense on ITIL implementation for improve business service delivery with effectiveness and efficiency IT processes. Move the company from a reactive to a proactive business operation.
In my view, those idea not only use in the ITIL framework implementation. It is also important in every project implementation. Each project can not missing the elements as Time, Money, Resources, communication and Management. Well-planning and strong communication can reduce the confliction during the business integration.
Friday, May 23, 2008
Acer eDC got the ITIL certification on ISO20000
Home Sources:
http://www.fisc.com.tw/FISCWEB/FISCBimonthly/Article.aspx?Volume=42&TNo=3
http://www.zdnet.com.tw/news/software/0,2000085678,20121502,00.htm
Acer eDC is Taiwan fourth organization obtains the ISO 20000 authentication, after inducting ITIL; the eDC system raises the availability to 99% above. Also indirect response in eDC business growth though standardized IT service.
The biggest reason on Acer eDC inducts the ITIL framework is they want to improve the system availability. Before inducting the ITIL standardized flow, the firewall equipment's configuration or setup changing are depending on engineer's individual experience, and has not requested to leave the change record. Cause of the configuration depend on the engineer’s experience, firewall's availability was respectively once lowered to only then 60%. This lets us realize profoundly, it is necessary to induct a set of management methodology to improve the IT service quality. Decides to use ITIL, because ITIL has developed many years, already has the education, training, consultant and management tool, compares to self develops the flow to be more effective voluntarily, therefore has chosen the ITIL standard.
As the firewall's usability problem, after inducting the Change Management to solve that problem, firewall equipment's system availability has achieved above 99%. Except the improvement system availability matter, Acer eDC also penetrates ITIL to improve staff's cost benefit concept. Enterprise implements ITIL to be helpful to let IT service cost transparence.
Introduce ITIL for solving the IT problems, not for to obtain the authentication to authenticate, starting at the most urgently problem needs to be improved. Step by step to increases each kind of flow base on the ITIL standard, Solves the first question, after treating ITIL inducts maturely, then carries on the authentication. The advantage start on the simple way and step by step, the achievements is easily to obtain. Moreover this way is quite easily to be winner.
Take Acer eDC as the example, focus on the business standardized working processes, they delegate a 7-8 members team take the responsibility to set up those things about four years. The cost on visible manpower approximately (does not count education and training) between 25 – 30 million new Taiwan dollars. The second main investment is focus on the platform tool's purchasing. As Acer eDC experience the tools cost approximately between 5 – 7 million new Taiwan dollars.
Read though this article, I can see Acre made a good example for every one interested on the ITIL best practice. Acer takes the ITIL framework to improve their business, identify the goals with their business strategy, practices their plan carefully and analyze the requirement correctly, also strive the working flow perfection unceasingly. Today, the advantages of ITIL framework implementation, Acer not only just have the authorization and lead the industry. After the ITIL implementation, their revenues also increased significantly, the figures represent more than ten times form the year 2002 to 2007. They did a very good job.
http://www.fisc.com.tw/FISCWEB/FISCBimonthly/Article.aspx?Volume=42&TNo=3
http://www.zdnet.com.tw/news/software/0,2000085678,20121502,00.htm
Acer eDC is Taiwan fourth organization obtains the ISO 20000 authentication, after inducting ITIL; the eDC system raises the availability to 99% above. Also indirect response in eDC business growth though standardized IT service.
The biggest reason on Acer eDC inducts the ITIL framework is they want to improve the system availability. Before inducting the ITIL standardized flow, the firewall equipment's configuration or setup changing are depending on engineer's individual experience, and has not requested to leave the change record. Cause of the configuration depend on the engineer’s experience, firewall's availability was respectively once lowered to only then 60%. This lets us realize profoundly, it is necessary to induct a set of management methodology to improve the IT service quality. Decides to use ITIL, because ITIL has developed many years, already has the education, training, consultant and management tool, compares to self develops the flow to be more effective voluntarily, therefore has chosen the ITIL standard.
As the firewall's usability problem, after inducting the Change Management to solve that problem, firewall equipment's system availability has achieved above 99%. Except the improvement system availability matter, Acer eDC also penetrates ITIL to improve staff's cost benefit concept. Enterprise implements ITIL to be helpful to let IT service cost transparence.
Introduce ITIL for solving the IT problems, not for to obtain the authentication to authenticate, starting at the most urgently problem needs to be improved. Step by step to increases each kind of flow base on the ITIL standard, Solves the first question, after treating ITIL inducts maturely, then carries on the authentication. The advantage start on the simple way and step by step, the achievements is easily to obtain. Moreover this way is quite easily to be winner.
Take Acer eDC as the example, focus on the business standardized working processes, they delegate a 7-8 members team take the responsibility to set up those things about four years. The cost on visible manpower approximately (does not count education and training) between 25 – 30 million new Taiwan dollars. The second main investment is focus on the platform tool's purchasing. As Acer eDC experience the tools cost approximately between 5 – 7 million new Taiwan dollars.
Read though this article, I can see Acre made a good example for every one interested on the ITIL best practice. Acer takes the ITIL framework to improve their business, identify the goals with their business strategy, practices their plan carefully and analyze the requirement correctly, also strive the working flow perfection unceasingly. Today, the advantages of ITIL framework implementation, Acer not only just have the authorization and lead the industry. After the ITIL implementation, their revenues also increased significantly, the figures represent more than ten times form the year 2002 to 2007. They did a very good job.
Thursday, May 22, 2008
Expert: ITIL is not an efficacious remedy
Home Source: http://www.zdnet.com.tw/news/software/0,2000085678,20122422,00.htm
ITIL is a heat topic at current years, but the expert has actually made the different sound. Referring to ITIL framework, it is not to be able to solve all problems and not to be suitable for all organization. As CA ITIL practices manager concurrently honor Vice-president Brian Johnson indicate that ITIL framework is a reference for the enterprise IT working flow design only, also it is not a standard which can apply to any mechanically in any organization and industry. The goals for using the ITIL framework to improve enterprise’s IT service quality and efficiency, as well as decreases the cost of IT operation and the accident has the possibility, and then reflected that in business service quality and efficiency.
The ITIL true core lies in enterprise's demand. Johnson indicated that ITIL itself is a set of methods and procedures; uses for to assist the enterprise to make the IT flows working well, causes IT services can combine within enterprise's service goal. If enterprise already has a good operated flow itself, it is not necessarily to change to ITIL framework. Enterprise must realize which processes have to change in the existing working flow first then appraises the following step. The key point is the business change to be better with ITIL framework, but not focus on ITIL implementation.
In term of practice aspect, ITIL really has possibly enhances enterprise's IT services, but if enterprise's culture is not suitable on ITIL framework, the result possibly will be actually a disaster on ITIL implementation mandatory. Here has a bad example on American company inducts 6 Sigma solution in their business operation, this company already has very much on innovation ability. After inducting 6 Sigma solution, actually instead was inferior to the past. When the enterprise must introduce any standard, framework or methodology in the business operation, needs to be confirm that really suitable in their own personnel, organization characteristic and the culture, otherwise possibly could not receive the expectation effect, also could have the negative influence in the business processing.
Johnson also reminds this if enterprise intends to have ITIL or any new working flow, the essential establishment has the substantive authority (e.g. sufficient share attains the CIO authorization) IT service design team to take responsibility on the sole execution, on one side they must have ability communicates the demand with operating unit, on the other hand, can also coordinate and integrate IT department's resources, this can impel and realize the new working flow truly.
Thus this article, I can understand the ITIL framework is an assistance tool to support the business operation based on the business strategy. It can achieve the business processing flow automation and may help everybody feel better on their hard working. But tool is tool; it can help us to formulate the strategy we needs. It is a human’s work, impossible to be substituted.
ITIL is a heat topic at current years, but the expert has actually made the different sound. Referring to ITIL framework, it is not to be able to solve all problems and not to be suitable for all organization. As CA ITIL practices manager concurrently honor Vice-president Brian Johnson indicate that ITIL framework is a reference for the enterprise IT working flow design only, also it is not a standard which can apply to any mechanically in any organization and industry. The goals for using the ITIL framework to improve enterprise’s IT service quality and efficiency, as well as decreases the cost of IT operation and the accident has the possibility, and then reflected that in business service quality and efficiency.
The ITIL true core lies in enterprise's demand. Johnson indicated that ITIL itself is a set of methods and procedures; uses for to assist the enterprise to make the IT flows working well, causes IT services can combine within enterprise's service goal. If enterprise already has a good operated flow itself, it is not necessarily to change to ITIL framework. Enterprise must realize which processes have to change in the existing working flow first then appraises the following step. The key point is the business change to be better with ITIL framework, but not focus on ITIL implementation.
In term of practice aspect, ITIL really has possibly enhances enterprise's IT services, but if enterprise's culture is not suitable on ITIL framework, the result possibly will be actually a disaster on ITIL implementation mandatory. Here has a bad example on American company inducts 6 Sigma solution in their business operation, this company already has very much on innovation ability. After inducting 6 Sigma solution, actually instead was inferior to the past. When the enterprise must introduce any standard, framework or methodology in the business operation, needs to be confirm that really suitable in their own personnel, organization characteristic and the culture, otherwise possibly could not receive the expectation effect, also could have the negative influence in the business processing.
Johnson also reminds this if enterprise intends to have ITIL or any new working flow, the essential establishment has the substantive authority (e.g. sufficient share attains the CIO authorization) IT service design team to take responsibility on the sole execution, on one side they must have ability communicates the demand with operating unit, on the other hand, can also coordinate and integrate IT department's resources, this can impel and realize the new working flow truly.
Thus this article, I can understand the ITIL framework is an assistance tool to support the business operation based on the business strategy. It can achieve the business processing flow automation and may help everybody feel better on their hard working. But tool is tool; it can help us to formulate the strategy we needs. It is a human’s work, impossible to be substituted.
CA CIO：Adopting ITIL from the beginning of urgent question
Home Source: http://www.zdnet.com.tw/news/software/0,2000085678,20120564,00.htm
Phil Stunt the Vice president of CA global Information Technology Department, he believed that before the enterprise adapting to the ITIL framework, the most difficult things is find out their own demand, And then decided should start from where. Discovers what problems are the company has? And define which items should be achieved on the first priority base on the ITIL implementation? This key point will affect the successful or failure on ITIL process implementation.
In case, there have the different order of priority in different enterprise and different stage of management. The enterprise has understood the currently demand which will be easier to define the actual effect of ITIL. Also could clearly to find the suitable starting point. Regarding to the general enterprise, they are unwilling to introduce ITIL framework to their company, because it is hardly to appraise the benefit on ITIL implementation.
Due to CA have numerous Branch office in the world, therefore IT government becomes the first priority to concentrate. This company has 1,800,000 above infrastructure events every time (for example network not steadily and so on), finally must involve the IT personnel actually just 1500, because they already uses the CMDB and Service Desk related solution many years.
CA also spends a lot of many in personnel's education and training in practicing ITIL framework. Stunt indicated that they have more than 600 people in IT department; the arrangements on education and training cost not to be low, average each personnel invest possibly surpass 1000 US dollars.
I agree with the CA CIO idea, using the ITIL framework on fixing the urgent question for the business. Although ITIL concept involving is quite broad, inducts partially first from the core business, thus reduces services operation cost, in accordance with the situation expands again the scope, transforms to be helpful on the promotion of profit’s service tool, that will be easier to feel the effect bring from ITIL standard.
Phil Stunt the Vice president of CA global Information Technology Department, he believed that before the enterprise adapting to the ITIL framework, the most difficult things is find out their own demand, And then decided should start from where. Discovers what problems are the company has? And define which items should be achieved on the first priority base on the ITIL implementation? This key point will affect the successful or failure on ITIL process implementation.
In case, there have the different order of priority in different enterprise and different stage of management. The enterprise has understood the currently demand which will be easier to define the actual effect of ITIL. Also could clearly to find the suitable starting point. Regarding to the general enterprise, they are unwilling to introduce ITIL framework to their company, because it is hardly to appraise the benefit on ITIL implementation.
Due to CA have numerous Branch office in the world, therefore IT government becomes the first priority to concentrate. This company has 1,800,000 above infrastructure events every time (for example network not steadily and so on), finally must involve the IT personnel actually just 1500, because they already uses the CMDB and Service Desk related solution many years.
CA also spends a lot of many in personnel's education and training in practicing ITIL framework. Stunt indicated that they have more than 600 people in IT department; the arrangements on education and training cost not to be low, average each personnel invest possibly surpass 1000 US dollars.
I agree with the CA CIO idea, using the ITIL framework on fixing the urgent question for the business. Although ITIL concept involving is quite broad, inducts partially first from the core business, thus reduces services operation cost, in accordance with the situation expands again the scope, transforms to be helpful on the promotion of profit’s service tool, that will be easier to feel the effect bring from ITIL standard.
Sunday, April 27, 2008
How one company turned around a bad experience
Home Source:
http://www.networkworld.com/newsletters/nsm/2006/0306nsm1.html
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.
http://www.networkworld.com/newsletters/nsm/2006/0306nsm1.html
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.
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