Has anyone implemented ITIL in their organisation?

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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

 

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

 

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

 

Great, because it generates a lot of extra work. Do you have software for logging incidents?

 

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

 

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).

 

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

 

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 . . .

 

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

 

Not that I'm aware of.

See here.

-Ken

 

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

-Ken