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Has anyone implemented ITIL in their organisation?

Discussion in 'The Lounge - Off Topic' started by wagnerk, Oct 27, 2009.

  1. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

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    Hi All,

    Like the title asks: Has anyone implemented ITIL in their organisation?

    I've currently started the process here with FITS, FITS is the Framework for ICT Technical Services, which is based on ITIL but less complex for SMB/Education (from what I can see, mainly due to the amount of people).

    The average time of implementation is approx 9-12 months from cold, however on a quick self assessment I've put us at stage 3 of a 5 stage full implementation so I'm estimating a 6-9 month implementation.

    I believe that we've already done one of the hardest things (I'm very sure that there are more, but I'll take any little victory): Getting almost everyone to either log jobs on our helpdesk/servicedesk or e-mail jobs, instead of stopping us in-between jobs.

    So for those that have implemented ITIL (or FITS) already, what hardships do you have to face? What problems/issues? And how are you running now?

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  2. UKDarkstar
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    UKDarkstar Terabyte Poster

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    Before the demise of my business I had implemented helpdesk and remote access software which was roughly confomring to ITIL principles.

    Dealing with several clients, the biggest problem was in gettingthem to log incidents properly rather than just phoning me up to get an engineer out (or log in).

    I think it's useful to get a good and clear explanation over to end users and management as to why the procedures are being implemented but, as you say, it can take some time.
     
    Certifications: BA (Hons), MBCS, CITP, MInstLM, ITIL v3 Fdn, PTLLS, CELTA
    WIP: CMALT (about to submit), DTLLS (on hold until 2012)
  3. jk2447

    jk2447 Petabyte Poster Moderator

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    We've got the full hit mate and it created a massive number of jobs. Are you going to do all the roles yourself or take on more staff? I think the hardest part for us was growing the CMDB. From what I can tell about the companies we take over there's putting it in and putting it in right (ours has been in for some years before I joined) i.e. with all of the key volumes. Do you currently have a change management process in your place? We do and whilst it can slow us down its very good. I will be able to get you a lot of info on this I think mate. I'm no expert, just familiar with going to CAB meetings and creating changes, raising tickets etc but there's people I can ask for you if your get stuck
     
    Certifications: BSc (Hons), HND IT, HND Computing, ITIL-F, MBCS CITP, MCP (270,290,291,293,294,298,299,410,411,412) MCTS (401,620,624,652) MCSA:Security, MCSE: Security, Security+, CPTS, VCP4, CCA (XenApp6.5), MCSA 2012, VCP5, VCP6-NV
  4. wagnerk
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    wagnerk aka kitkatninja Moderator

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    Thanks guys,

    No, I'm not going to take on all the role myself. We've got 3 members of our team with 1 volunteer, hopefully we'll be able to take on a forth people permanately (but we'll have to see).

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  5. jk2447

    jk2447 Petabyte Poster Moderator

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    Great, because it generates a lot of extra work. Do you have software for logging incidents?
     
    Certifications: BSc (Hons), HND IT, HND Computing, ITIL-F, MBCS CITP, MCP (270,290,291,293,294,298,299,410,411,412) MCTS (401,620,624,652) MCSA:Security, MCSE: Security, Security+, CPTS, VCP4, CCA (XenApp6.5), MCSA 2012, VCP5, VCP6-NV
  6. wagnerk
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    wagnerk aka kitkatninja Moderator

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    Yes mate, however we've now purchased a fully compatible ITIL/FITS system system. Our previous system which we implemented 2 years was only partially compatible, which suited our needs as we weren't looking at fully on implementation at the time.

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  7. jk2447

    jk2447 Petabyte Poster Moderator

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    Brilliant. What did you opt for? I've used a few now because we are an outsource firm but the ones that I have the most exposure to are Axios Assyst (client software) and USD (web based).
     
    Certifications: BSc (Hons), HND IT, HND Computing, ITIL-F, MBCS CITP, MCP (270,290,291,293,294,298,299,410,411,412) MCTS (401,620,624,652) MCSA:Security, MCSE: Security, Security+, CPTS, VCP4, CCA (XenApp6.5), MCSA 2012, VCP5, VCP6-NV
  8. dazza786

    dazza786 Megabyte Poster

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    Out of interest, what software did you purchase Ken?
     
    Certifications: MCP (271, 272, 270, 290, 291, 621, 681, 685), MCDST, MCTS, MCITP, MCSA, Security+, CCA(XA6.5)
  9. wagnerk
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    wagnerk aka kitkatninja Moderator

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    My Little Helpdesk by OP Software.

    I was looking at some of the larger servicedesk packages (like Supportworks, as I use to use them at my last place), but just couldn't afford them :(

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  10. jk2447

    jk2447 Petabyte Poster Moderator

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    That looks spot on mate and complies with everything, great find. Got to cut your cloth according to your budget.

    I'm not sure of your setup but I see a lot of Service Support Managers take on the added role of the Critical Incident Manager. They get £200 a week for being on call at our place. Not sure if that fits in with your setup but I'd add it to your job role all the same. Higher Management love that they have a named CIM even if it would have been you all along. . . and its handy when applying for future jobs . . . :D
     
    Last edited: Oct 27, 2009
    Certifications: BSc (Hons), HND IT, HND Computing, ITIL-F, MBCS CITP, MCP (270,290,291,293,294,298,299,410,411,412) MCTS (401,620,624,652) MCSA:Security, MCSE: Security, Security+, CPTS, VCP4, CCA (XenApp6.5), MCSA 2012, VCP5, VCP6-NV
  11. Phoenix
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    Phoenix 53656e696f7220 4d6f64

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    I do a lot with Microsoft MOF and Core I/O
    has some ITIL leanings also
     
    Certifications: MCSE, MCITP, VCP
    WIP: > 0
  12. wagnerk
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    wagnerk aka kitkatninja Moderator

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    Funny you should mention MOF, I was browsing the foundation exam a little while ago wondering whether or not to give it a go...

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  13. UKDarkstar
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    UKDarkstar Terabyte Poster

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    Hmmn, now that does look interesting, especially post-ITIL Foundation :biggrin


    Any issues with self study for it ?
     
    Certifications: BA (Hons), MBCS, CITP, MInstLM, ITIL v3 Fdn, PTLLS, CELTA
    WIP: CMALT (about to submit), DTLLS (on hold until 2012)
  14. wagnerk
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    wagnerk aka kitkatninja Moderator

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    Not that I'm aware of.

    See here.

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  15. UKDarkstar
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    UKDarkstar Terabyte Poster

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    Helpful as ever, Ken.

    Thanks
     
    Certifications: BA (Hons), MBCS, CITP, MInstLM, ITIL v3 Fdn, PTLLS, CELTA
    WIP: CMALT (about to submit), DTLLS (on hold until 2012)
  16. dazza786

    dazza786 Megabyte Poster

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    Certifications: MCP (271, 272, 270, 290, 291, 621, 681, 685), MCDST, MCTS, MCITP, MCSA, Security+, CCA(XA6.5)
  17. UKDarkstar
    Honorary Member

    UKDarkstar Terabyte Poster

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    Certifications: BA (Hons), MBCS, CITP, MInstLM, ITIL v3 Fdn, PTLLS, CELTA
    WIP: CMALT (about to submit), DTLLS (on hold until 2012)
  18. GrumbleDook

    GrumbleDook Byte Poster

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    MOF looks as if it could be interesting ... but I would be interested in other equivalents too, especially any pertaining to Open Source.

    @Ken
    Good to see you are looking at My Little Helpdesk.

    Also remember that I need that paperwork in by Friday. (it is so handy to have somewhere to nag you :biggrin )
     
  19. wagnerk
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    wagnerk aka kitkatninja Moderator

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    No worries :) Will work on the paperwork, inbetween the NVQ work and normal work...

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip

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