ITIL Project Assistance

Rapid Technologies provides ITIL consulting services to assist organizations in developing a best-practice framework for Business Service Management. Since ITIL is an organizational change project, the suggested ITIL project approach would begin with a careful analysis of the current environment. This would include an analysis of strategic direction, current operating structures and processes, the business environment as it relates to the IT department, as well as existing customer satisfaction metrics and baseline operating data. Rapid Technologies will work closely with IT management to identify areas of expected resistance, desired courses of action, project constraints and internal resources that will be critical to project success.

This information is then compiled within a document that includes findings, reference materials, and operating information pertinent to meaningful discussion of process and capability maturity. It could also include an ROI and/or TCO calculation if requested. This analysis would serve as an umbrella reference document, from which a project scope and recommendations could be defined, accompanied by project requirements that would enable decisions to be made regarding the proper courses of action. Below is a typical systematic stage plan:

Phase One - Initiation

• ITIL awareness sessions within IT, while formulating training plan
• Organizational and operational analysis of current-state
• Gather existing baseline data and identify KPIs
• Review tooling so that a gap analysis can be completed once future-state processes are generated
• Begin forming a communications strategy
• Identification of essential underpinning features of ITIL framework for the organization

Phase Two – Planning

• Scope the project, identify staging, activities and critical paths to success
• Identification of project milestones
• Generate requirements and project plan to be shared with IT management
• Formalize the communication plan
• Map current-state processes
• Begin implementing the training plan, so that staff and management have context for the discussions of future state

Phase Three – Design

• Map future state processes with key stakeholders
• Prioritization and refinement of implementation plan, engage foreign ops to begin creating awareness
• Map any tooling deficiencies, or adjustments required so that the tooling fully supports the ITIL initiative
• Document the newly formed internal procedures

Phase Four – Implementation

• Finalize any tool or process adjustments necessary to prepare for process implementation activities
• Implement essential ITIL processes in order, as prioritized in phase one
• Implement communications plan as formalized in phase two

Phase Five – Post Implementation

• Review the new processes, and any support tools, for fit, and make any necessary adjustments
• Produce management information on operations, improvements, and KPIs
• Plan for routine process reviews, enhancement and maintenance
• Project closure