What are the essentials of an ITIL® implementation project? You could use the ITIL® five-part process as your guide:
- Service Strategy
- Incident Management
- Problem Management
- Feedback Management
- 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 c
an 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 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.