Steps involved in implementing the ITIL Consulting

8/7/2019 Steps involved in implementing the ITIL Consulting

http://slidepdf.com/reader/full/steps-involved-in-implementing-the-itil-consulting 1/5

The ITIL Framework

ITIL provides comprehensive “best practices” guideline on all aspects of “end-to-end” Service Management and covers the complete spectrum of people,

processes, products and the use of partners. ITIL and its constituent modules were

scoped and developed within an overall framework.

The Figure shows the overall environment and structure within which the modules

were produced. It illustrates the relationship that each of the modules has with thebusiness and the technology.

From the diagram it can be seen how

o The Business Perspective module is more closely aligned with the technology

itself.

o The Service Delivery and Service Support modules provide the heart of the

process framework.

These seven modules constitute the core of ITIL. Its recent revision has improved

the structure of ITIL and the new scope, contents and relationships of the variousmodules are in essence as follows.

o Service Delivery: covers the processes required for the planning and

delivery of quality IT services and looks at the longer term processes

associated with improving the quality of IT services delivered.



o Service Support: describes the processes associated with the day-to-day

support and maintenance activities associated with the provision of IT

services.

o ICT Infrastructure Management (ICT IM): covers all the aspects of ICT

Infrastructure Management from identification of business requirements

through the tendering process, to the testing, installation, deployment andongoing operation and optimization of the ICT components and IT services.

o Planning to Implement Service Management: examines the issues and

tasks involved in planning, implementing and improving Service Managementprocesses, within an organization. It also addresses the issues associated with

addressing Cultural and Organizational Change, the development of a visionand strategy and the most appropriate method of approach.

o Application Management: describes how to manage applications from the

initial business need, through all stages in the application lifecycle, up to andincluding retirement. It places emphasis on ensuring that IT projects and

strategies are tightly aligned with those of the business throughout theapplication lifecycle, to ensure that the business obtains best value from its

investment.

o The Business Perspective: provides advice and guidance to help IT

personnel to understand how they can contribute to the business objectives

and how their roles and services can be better aligned and exploited tomaximize that contribution.

o Security Management: details the process of planning and managing a

defined level of security for information and IT Services, including all aspectsassociated with reaction to security incidents. It also includes the assessment

and management of risks and vulnerabilities, and the implementation of costjustifiable countermeasures.

Below Figure illustrates the scope of each of the core ITIL modules together

with the main deliverables from each of the individual processes, as shown withineach of the individual process boxes. The lines between processes indicate where the

deliverables of each process are principally used outside of their own process areas.





Steps involved in implementing the ITIL Consulting

Step 1: Process AnalysisThe first task in ITIL implementation is the process analysis. The main focus

here is to analyze and understand the current management processes. The current

practice is studied and the current performance is baselined. The good practices thatcan be used are analyzed.

The following is the objective, tasks, and deliverables listed under this

ObjectiveTo understand current management process and identify process and

Performance gaps

Tasks Involved

Finalize / publish schedule

Review current process documents

Walkthrough tools Interview practitioners

Analyze current performance levels as available

Finalize ‘Report” structure

Consolidate information

Report findings

Deliverables

Process Capability Profile

Documentation/Implementation

Location specific

Step 2: Process DefinitionIn the process definition phase we would define what job process aids are

required, what are the tools that come into play. The IT system management

process is studied and is understood as a part of this process.The following is the objective, tasks, and deliverables listed under this

Objective

To define a standard set of policies, procedures, guidelines, templates and jobaids

Tasks

Analyze process architecture/process specification

Propose roles and responsibilities

Propose flow chart of the procedures Define supporting guidelines, templates and work aids

Define procedures

Review and approve deliverables

Deliverables

Defined processes



Step 3: Process Deployment and Benefits VerificationThe final phase is the deployment verification phase where in the deployed

solution is verified against defined processes. The questions as to how well are thesolutions deployed and how can it be improved is answered in this phase. The

performance analysis is done and methods of improving it are studied.The following is the objective, tasks, and deliverables listed under this

Objective

To effectively deploy the proposed ITIL solution across the identifiedlocations/divisions

Tasks

Analyze performance improvement against previous unstructuredprocesses.

Verify implementation of ITIL framework

Report if any corrective actions are to be taken

Deliverables

ITIL Process implementation verification document.

Documents

Steps involved in implementing the ITIL Consulting