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Question : ITIL v3 Processes

September 22, 2011 ITIL V3 Application Support Q & A 2 Comments

We are re-evaluating our ITIL process implementation. We have Incident and Change implemented based on the need, and we are trying to find out in what order do most industries implement their processes.

2 Responses “ITIL v3 Processes”

  1. Bob Anderson says:
    September 23, 2011 at 2:18 PM

    Jeri, I do not think there is any standard process implementation model. It all depends on business need, or to say it another way “Where are the greatest points of pain” for the business and the IT organization. When you say “Change” I am not exactly sure what you mean, but if you mean Change Control for implementing any Infrastructure or Application changes then I understand,  if it is not that you will have to tell me exactly what this means in your organization.

    In my opinion I would implement Service Level Agreements (if this is not already done) ASAP. This is the road map not only for the services to be delivered to the business customers but also sets service level and metric expectations required by the business and provides solid information for the IT organization to determine it’s ability to deliver these expectations. The SLA is the bridge between IT and the business customer. It is the single most important element of IT Service Management / Delivery.

    Under the “download” section of the Blog there is a article that was published in Computer World under the IT Mentor section “Structuring Meaningful IT Support Service Level Agreements” I think this is a good template (plus you can look up other templates on the Internet) for starting this very important initiative. I hope this helps you. Best Wishes………..  Bob

  2. Bob Anderson says:
    September 23, 2011 at 2:18 PM

    Jeri, I do not think there is any standard process implementation model. It all depends on business need, or to say it another way “Where are the greatest points of pain” for the business and the IT organization. When you say “Change” I am not exactly sure what you mean, but if you mean Change Control for implementing any Infrastructure or Application changes then I understand,  if it is not that you will have to tell me exactly what this means in your organization.

    In my opinion I would implement Service Level Agreements (if this is not already done) ASAP. This is the road map not only for the services to be delivered to the business customers but also sets service level and metric expectations required by the business and provides solid information for the IT organization to determine it’s ability to deliver these expectations. The SLA is the bridge between IT and the business customer. It is the single most important element of IT Service Management / Delivery.

    Under the “download” section of the Blog there is a article that was published in Computer World under the IT Mentor section “Structuring Meaningful IT Support Service Level Agreements” I think this is a good template (plus you can look up other templates on the Internet) for starting this very important initiative. I hope this helps you. Best Wishes………..  Bob

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ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
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