Professional ICT service management: Experience in implementing ITIL

Produced by: Socitm Insight

Type: Reports

Professional ICT service management cover Professionalism in ICT covers a wide range of subjects from project and programme management to service management, from strategy development to implementation. This report focuses on the professional approach to managing the ICT service.

The business case for service management

A business case demonstrates how investments in particular changes solve one or more actual deficiencies or issues in the current position. We outline the elements of a business case for changing the nature of service management.

Change programmes for ITIL implementation

Establishing the business case will have identified what needs to be resolved. This section suggests how to implement the ITIL service management framework.

Managing the change

ITIL implementation is no different from any other transformational project. It is essential that the whole organisation recognises that this is a transformational change and must be managed like any other project. We look here at the ITIL change management process.

Training and implementation

The introduction of ICT service management will affect every person involved in the ICT service: individuals, teams, projects, sections, services and customers. Training and support are essential to successful change and continuing development of the organisation. We look at the projects arising up to, during and after the implementation of ICT service management.

Jumping the hurdles of ITIL adoption

This section suggests some of the hurdles that may arise before and during the adoption of ICT service management in your organisation. It suggests ways of clearing the hurdles and offers case studies from organisations that have overcome these specific problems.

Conclusions

Adopting a new approach to ICT service management is becoming a priority across the whole of the public sector. We draw some conclusions about the process of implementing professional ICT service management through the adoption of ITIL.

Last modified: 19th January 2010