Newly certified ITIL professionals are full of vigor and dynamism while stepping into a new IT service management venture. However, not everybody is aware of the fact that clearing ITIL certification is just the beginning of a whole new professional grind. Adopting ITIL Framework in IT service management requires a thorough understanding of the depth and breadth of various changes, which might arise around organizational processes, resources and technology. Having a clear vision along with relevant business planning is essential for commencing the process of adopting ITIL across the organization. Continuous evaluation of project improvement is also imperative.
Here are a few of the top slip-ups made by fresh ITIL-certified professionals:
1. Highly Process Driven
Professionals who complete ITIL Foundation training have an urge to make their moves in the right direction. In this attempt they will normally set up separate groups for managing incidents, problems as well as changes that occur in a project.
However, this step is totally counter-productive with respect to IT Service Management concepts. Hence, newly certified professionals should comprehend the fact that, not all the processes require a dedicated team. Processes are just a set of activities and most of the processes can be handled with the help of single resource who can perform multiple activities.
Therefore, it is always better to focus on those procedures, which depend on various activities of a particular process. These procedures can then be fortified and incorporated into the new business.
2. Certified and All Set for Shouldering the Responsibilities
ITIL certification is not all that you needed for being successful in ITSM. The service lifecycle learnt by a candidate in ITIL course is just a simplified version of the complex IT service management concepts. This does not provide the complete guidance for reaping the benefits offered by ITIL to an organization.
3. Being Process Centric but not Service Centric
Newly certified ITIL professionals focus on stabilizing the processes before gaining a better understanding of the services offered by the organization. This can be dreadful as the decision made by considering process stabilization might end up being an impediment when the organization transforms into IT service provider.
4. Trying to Head a Project Unaided
ITIL upholds the fact that IT has been supporting various businesses through services. For this, IT should work together to meet and support various business needs. Thus, implementing a tool or a process in isolation without a proper guidance can be dangerous.
5. Overlooking Business Needs while Developing a Service Catalog
It is always a good start to document the services provided by IT to various businesses while developing a service catalog. A service catalog should be able to bridge the gap between business expectations and IT deliverables. Therefore, mapping the services currently provided to the desired business outcomes can fill the gap between IT service and business expectations.
Conclusion
ITIL has been in the business for over three decades now. Although IT service management has been assisting several businesses worldwide, it is of no value if the implementation-related confusions outweigh assured business benefits.
Thus, addressing the concerns that arise while implementing IT service management tools and processes can prevent pitfalls made while adopting ITIL framework.
References:
- http://blogs.forrester.com/stephen_mann/11-08-26-top_20_ok_50_itil_adoption_mistakes
- http://www.itsmwatch.com/itil/article.php/3547731/IT-Service-Catalog--Common-Pitfalls.htm