ITIL Best Practice Assessment
Whether you are planning to implement Best Practice or incorporating into a Continuous Service Improvement programme it is important to plan which elements of ITIL you will adopt and in which order to ensure maximum value is returned.
It can also be a complex, confusing and time consuming undertaking. A good place to start is to benchmark the maturity of your existing processes to provide a baseline against which future improvements can be measured. This can be achieved using in-house skills, self assessment tools or through the use of external consultants.
It is often beneficial to utilise an independant external third party who are able to offer a fresh perspective and pragmatic approach in evaluating your current state, especially ITIL practitioners who can share their experience from other successful implementations. It is likely that some processes are already in place, but have not been formalised or designed with ITIL compliance in mind. Identifying these processes provides scope for adaptation and establishing some "quick wins".
An assessment can cover all ITIL disciplines or more emphasis can be placed on specific processes such as Incident, Problem, Change or Configuration management. In a study Incident Management came out a clear winner as most likely to produce results when choosing which process to choose first. Experience also shows that a phased approach to implementation works best. Early successes can then be used as the base for further improvements.
A pre-assessment day is typically required to confirm the scope and identify internal resources, both personnel and documented processes, to conduct the assessment which can take between 2 to 4 weeks to complete depending on the scope included. This will typically produce a "roadmap" of actions which can be reviewed and applied.
Involving key personnel and stakeholders at this stage can also ensure buy in from the business to proceed and ongoing support to ensure any implementation ensures it meets the original objective. Senior management engagement can also be facilitated through the implementation of a sound business case.
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