Tackling ITIL Implementation Challenges

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

Zohair@eng-tec.net

www.linkedin.com/in/mzohair

Full Conference Paper Link TACKLING ITIL IMPLEMENTATION CHALLENGES

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