One of your most powerful tools for aligning IT and business needs is a well crafted Service Level Agreement (SLA). Done right, it can get everyone on the same page, and go a long way toward mutual understanding and positive perception. Done wrong, well, it can't.
Since we began our HigherEd webinar series toward the end of last year, we’ve been looking for the most pressing ITSM issues facing the HigherEd community (One-Stops, Building a Successful Service Catalog, etc.). This month, we’re taking on an even bigger challenge: the Educause Top Ten - and what better place to start than with number one, “Hiring and retaining qualified staff, and updating the knowledge and skills of existing technology staff”.
I had a few conversations with a student in an ITIL Foundations class I was teaching recently. He was an IT Operations Manger looking to implement ITIL in his organization. He’d been shopping around for Service Desk software and reviewed the offerings from the usual suspects in that area. However, two significant obstacles stood in his way:
There’s a nasty rumor going around that ITIL concepts only apply to people who work in IT Operations. The truth is (and I can tell you this with a great deal of confidence having taught ITIL - Foundations through MALC - for almost 10 years), most people who take an ITIL course are surprised by how broad the scope really is. With that in mind, here’s a look at the roles (both in and outside of IT) that will find the most value from each part of an ITIL course.
Your organization has “tried ITIL” and wasn’t successful. IT staff has been there and done that and found it didn’t work. That doesn’t mean IT Service Management concepts aren’t valid and helpful. It just wasn’t approached, for whatever reason, in the right way and there was a visible, painful failure. Understandably, people don’t want to try it again. However, there is still hope. If you haven’t given up on how ITSM can help your organization get better, here are a couple of handy tips to help you be more successful in your efforts.
If you’ve gotten any sort of ITIL training, you will have quickly realized that there are more than 25 ITIL processes, and the thought of trying to implement them all well (or at all) can instantly discourage any organization from even getting started. Fortunately, it doesn’t need to be that way. Here are our best tips for making progress and finding success with an IT Service Management implementation program.
For an organizational transformation effort to be successful, there are three components that need to be addressed, namely: people, process, and technology. When we run into trouble or the program does not deliver what we expect, it’s often due to an unbalanced focus in only one or two of the three areas. To find long-term success, we must focus on all three areas. Otherwise, we become out of balance, and our efforts will immediately stall. Here, we will discuss what happens when we lose our focus along with some ways to course correct. (For ideas on how to implement a focus on people, process, and technology, see How to go from zero to ITIL in six months (without breaking a sweat).)
Congrats on deciding to take the plunge and get ITIL Foundations certified! If it’s been a minute since you’ve sat for an exam, you may be a little anxious about the whole thing. Totally understandable. I’m here to rid you of those worries with these four time-tested tips to help you pass the ITIL Foundations exam on the first try.
Off we go!
I’ve heard a lot of negative talk about ITIL over the years. Some say they tried it, it doesn’t work and it should die. Some say they tried to implement it, it didn’t work, and it should die. And some just say it should just die.