What are the essentials of an ITIL® implementation project? You could use the ITIL® five part process as your guide:
- ITIL® Service Strategy
- ITIL® Incident Management
- ITIL® Problem Management
- ITIL® Feedback Management
- ITIL® Change Management
Or, I suggest that you limit your starting project to ITIL® Service Strategy, ITIL® Incident Management and ITIL® Problem Management.
You can’t get far without an ITIL® Service Strategy. It will provide the team with a framework for decision making and a foundation for excellent, continually improving service. Read more about this in my ebook – 4 Steps IT Awesome
ITIL® Incident Management. You really must have incident management. It’s a core function of ITIL® and the best way to go about it is to leverage the service book that you put together while developing your ITIL® strategy. I’ve developed some simple steps for this and you can read more on it with my ebook An IT Managers Guide to Implementing ITIL®
ITIL® Problem Management will help you mature. ITIL® talks about problem management as the practice of resolving the root causes of incidents. These can be understood through an examination of incidents, feedback from customers and change requests. This whole process is referred to as Problem Management. It’s critical to ITIL® and will really help your organization mature and grow.
ITIL® Feedback Management is great once you’ve got 1, 2 and 3 in place. I’ve worked through surveying and and have developed some very sound strategies, questions and reports that you can download. Here’s a link to my blog post Help Desk Customer Satisfaction Survey Best Practice where you can download the survey questions and reports.
What are the essentials of a good ITIL® project? Well it all is really essential but unless you have a sound ITIL® Strategy, with effective and usable ITIL® Incident Management and Problem Management processes then all the feedback and change management in the world won’t help you. Focus on items 1 through 3 above, master them and then you can spend your time on 4 and 5.
Good luck – contact us to discuss ITIL® or tell me what you think.