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Posted by Stephen Mann on February 1, 2012
ITIL, the IT service management (ITSM) best practice framework, is now in many ways bigger than its “master” — IT service management. From its origins in the UK government, its use has grown rapidly in the last decade and ITIL continues to dominate corporate thinking in IT operations, IT support, and IT service delivery best practice.
There are many potential benefits from ITIL adoption, particularly around productivity, service quality, business reputation, and cost savings. However, ITIL is fraught with adoption challenges that could be prevented or at least minimized through better planning and execution.
The key ITIL adoption challenges and pitfalls (at a very, very high level)
With people-related challenges to be found in most if not all of the above.
Want more detail on the challenges?
These are explored in greater detail in the Forrester report from which this high-level extract is taken:
If you don’t have access to Forrester’s online content (it's behind the Forrester.com pay wall), more information on the above (albeit in a more disjointed fashion) can be found in previous Forrester blogs:
So what are the 5 steps to help with successful ITIL adoption?
Despite these challenges, I&O executives and their teams can significantly improve the probability of success when adopting ITIL and reduce the pain of what is ultimately a considerable organizational and cultural change. The trick is to ensure that sufficient planning leads to optimal adoption, not just in the short term, for example, selecting and implementing a service desk tool, but also in the longer-term through an ITSM maturity vision, phased adoption, and support for continued improvement.
Whether you’re embarking on a greenfield ITIL adoption or wanting to improve the IT support and IT service delivery of your existing ITSM operations, Forrester recommends that I&O executives and their teams get started by following these five steps:
Finally, also consider how ITIL and enabling technologies can be used outside of IT. Think about how the processes and technology can be leveraged by other business functions such as facilities management, complaint management, or people management. Think about it early even if you don’t plan to do anything about it for a while.
The Forrester report from which the above text has been extracted and edited down, is aimed at helping I&O professionals plan for ITIL adoption success by understanding what commonly goes wrong and by employing recognized good practices to mitigate these risks.
Finally, … Yes, this is a thinly-disguised but infrequent plug for the work that pays my wages. I would, however, still love to hear your thoughts, comments, and ideas.
Update: the 5 steps are now covered in more detail in a CIO.com article.
If you enjoyed this, please read my latest blog: http://blogs.forrester.com/stephen_mann
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