ITIL for SMBs

Alex D PaulDirector, ManageEngine

Agenda

About ME

Alex D Paul, Director ITSM

• Product Manager for ServiceDesk Plus• Consulted for customers in 14 countries• Author of ITIL Heroes Handbook

• Attempting to bring fun into IT Management

ITIL – A Quick Backgrounder

ITIL – Collective Knowledge

ITIL V2 Modules

Red Book Blue Book

ITIL V3

Core ModulesCore Modules

How ITIL V3 relates to V2

Example :

Change Management

Change Management

Change Management

• The goal of Change Management is to control and manage approved changes with accepted risk.

Change Mgmt Process

Tuesday, January 8, 2008

Change Management Workflow

What SMBs think about ITIL

Complicated Not for SMBs Expensive

Why is ITIL so complicated

Detailed books and complicated process

Expensive Consulting

Expensive Tools

7 Approaches to make sure ITIL works for SMBs

#1 If IT Ain’t Broke Don’t Fix It

• Choose only the parts that help you• Choose a minimal ITIL process

– Implement ITIL from a can-I-live-without-that- perspective – Consultants can only advice, evolve process that helps people

• Software Solution– Complex does not mean sophisticated– Choose a readily available solution

• It’s a Team Game – Hand out responsibilities, let the team win

# 2 By The Spirit Not By The Book

I have to implement at least 2 or 3 ITIL process

•Don’t rip and replace with new process •Deploy Gently, show results and improve•Start where it works

After-Certification-do-something Syndrome

#3 Complicated Does Not Mean Sophisticated

•Team hate to follow complex process maps

•Stop taking your process maps to consultants asking if you got the process right

•Don’t get lost in complicated ITIL terminology and how ITIL has helped big companies

ITIL, federated CMDB, ITIL V3,

BSM, IPAM, ITAM, Blah blah

blah

He knows everything, he can help me

implement ITIL

# 4 Fail Fast & Change Course

Take an account of ground reality. – If Something is in place and working, take small steps to improve it eg: start

with defining the right categorization, self service, and priorities

• Don’t Thrust a process in ITIL’s name– Choose what works and helps a team. Don’t thrust a process that requires a

lot of changes.

• Select the right tools• You need a simple software solution that will help you implement ITIL at

your pace. • Don’t get lost in legendary solutions or impressive list of buzzwords

Knowing is not Doing

• Knowing ITIL is one thing• Implementing it is quite another [Beast]

I read a lot about swimming I know to swim

# 5 Pick The Right People

Understand your team and give them the right challenges

– Knights : Process owners• Conquer new beachheads • Work Independently

– Warriors• Techs on the front• Need constant motivation• Look up to the knights – Give them a hero to worship

– Farmers • People working to build your Kbase, Process docs, Change

Builders and Release Management• Provide the eco-systems for knights and warriors

# 6 Team’s Project, not yours

They need to feel them process is there to help

Identify champions, reward converts– Create and assign milestone, celebrate victories and show how it

helps the team

– Change Process, Not the Team

– Change Process to what works for people and help them good IT service and not vice versa

– Process can evolve, don’t frustrate but sticking to a flowchart

– Techs need to feel that they can cut across any process to help users

# 7 The Main Thing

Avoid the obsession: Tendency for people to get lost in process or technology or tools

Always remember,

The Main Thing Must Be The Main Thing

Summary

Quick Overview of ITILApproaches that help

Next thing

Stories from the Battle Front

From The Battle Front

Welcome

Alex Walker, Director of ITCetero Research