ITIL implementation

ITIL is revolutionising the way IT services are delivered. Based around a number of well-defined processes, it forms a solid framework which supports discussion and agreement on just what processes are in place to support IT service management.

Implementing ITIL involves a complex people change management exercise … getting staff to buy in to the benefits (for the organisation, and for them as individuals) of ITIL compliance; educating them on the principles of ITIL; driving the change through to what staff actually do from day to day.

As with any major cultural change, there are three elements at work:

  • force: the ITIL consultants and champions who move the organisation forward
  • friction: resistance to any change, lack of time and resources, lack of education, fear, uncertainty, doubt
  • slippage: the tendency to move back to where things were before, to what worked before, to what was comfortable, to what people expect

Successful people change management is based on attention to all three of these elements:

  • force: enhance force through management support for change agents
  • friction: reduce friction through education and reassurance
  • slippage: reduce slippage through written procedures, fixing new practices in place

Without written procedures, the environment that produced the old, bad practices will slowly erode the new processes that you put into place, and slippage will take you back to where you came from.

Written procedures work like a wedge, keeping the process changes in place and stopping the system from slipping back down to where it started.


How do you implement written procedures? There are a number of approaches, which have varying degrees of success:

Buy an off the shelf set of procedures: if your IT just happens to be identical in every way to the organisation that developed the off the shelf set, then this is a good approach. However, it almost never works, because no two organisations are the same. It’s a bit like buying second-hand shoes: they might fit, but they probably won’t.

Get staff to modify off the shelf procedures, and write new ones where necessary: this is definitely the best option, if your staff happen to have the time to do it, and if you can convince them to do the work, and if they have the skills and experience.

Use an outside writer or consultant to modify/write procedures: this is an excellent way to get over the initial ‘hump’ of work, leaving your staff with a set that matches your organisation, and which they can pick up and modify.

Where to from here? We can provide trained professional writers who will work closely, both with your staff and with your ITIL implementation consultancy, to take you painlessly to ITIL compliance.