How to implement ITIL in small and average structures?

The IT support(medium) within the small and average structures often limit themselves to fireman's role.

Flooded by the incidents and the problems of the users, IT services do not still have the means to contribute to the value creation within the company.

Nevertheless, we consider that about 50 % of the added value generated by companies is because of the information system (Wikipedia source).

To limit, to see eliminating, problems and recurring incidents allows to concentrate on what brings some value, worth knowing(namely) the strategic alignment of the computing with needs jobs(businesses), or governance of information systems.

I propose you with this article, a plan project to implement a center of service ITIL.
A first stage before throwing you in an approach completely ITIL and in the end concentrating you on what will have some value for the company and for you.
ITIL is very quibbling and request of the reporting (and thus of the seizure), all that hate the IT specialists … and most of the people as a general rule.
Nevertheless, once the mastered processes and the routines ready, the earnings are enormous for the IT service and the users.
The time dedicated to make the fireman decreases, and sometimes strongly, so freeing from the time taken advantage of projects more interesting and much more motivating for the team.

ITIL presentation


" ITIL (Information Technology Infrastructure Library for " Library(Bookcase) for the infrastructure of information technologies ") is a set of works listing(counting) the best practice of the management of the information system.
Drafted originally by experts of the British public Service(Office) of the Business(Trade) (OGC), the library(bookcase) ITIL made intervene from its version 3 of the experts stemming from several companies of services(departments) such as Accenture, Ernst and Young, Hewlett-Packard, Deloitte, BearingPoint or PriceWaterhouseCoopers.
It is the very wide reference table which raises the following subjects:
· How to organize an information system?
· How to improve the efficiency of the information system?
· How to reduce the risks?
· How to increase the quality of IT services


" The adoption of the best practice of the ITIL by a company allows to assure(insure) his(her) customers (internal as external) a service(department) answering preestablished quality standards at the international level.
ITIL is on the base(basis) of the standard BS15000 (first standard of formal and international Management of IT services) a quality label close to standards of the ISO for example.
ITIL allows, thanks to an approach by process clearly defined and checked, to improve the quality of IF and of the assistance(audience) to the users by creating in particular the function(office) (in the sense(direction) " department of the company ") of Center of services(departments) or " Desk service " (extension of " help desk ") which centralizes and administers the whole management of information systems.
ITIL is finally a kind of " regulation(payment)


Anything is not ready(in position)? Then take your time.
It is not complicated, far from there, but that asks very obligatorily on behalf of the IT service as on behalf of the users.
All the difficulty of implementation is bound(connected) to this.
What I describe here, is going to take time to grind, matter(count) several months before mastering these stages.
Once mastered, it will be necessary to train(form) all the members of the IT service ( DSI) and to conform to the requirements of ITIL to excel.
At the moment, useless to put the pressure on the DSI; not of SLA in this phase!
The SLA (level service(department) enjoyment(approval)) is the level of service(department) which the DSI will negotiate with the users (or rather the directions(managements) jobs(businesses)).
Example: the DSI makes a commitment to solve a level incident 1 within 4 hours.


Simply put, a CMDB (Configuration Management DataBase) is a database of your configurations.
Every machine and computing equipment as well as their configurations are listed there.
For example, for a PC you will indicate: the numbers of series / product and acquisition date (for the follow-up of contract), the material configuration, the installed(settled) software and their versions, which uses the material(equipment) (the origin of an incident can be also placed between the chair and the keyboard), his(her,its) location(localization), etc.
Afterward it will be necessary to be methodical and rigorous: any modification on an equipment or software must be recorded(deposited) in the CMDB.
Should the opposite occur, the CMDB will lose its reason for being and the approach(initiative) will lose of its power.

Settles general, a software is used.
To feed the CMDB is a long and very boring work.
Take time to choose your software, in case of change, the resumption of data (of the former software towards the new) risk of being complicated.
For my part I always worked on of specific redeveloped in house.
Some use open source ERP and divert their functioning (configuration and necessary development).
In free, GLPI is a solution: integrate a CMDB, a service desk ITIL (whom do of incident), a tool of analysis, management of contracts and licenses, etc...
The tool of analysis (concern the 3rd part) is not extraordinary, but it is the very good beginning.

A thing is sure, the members of the IT service necessarily have to master the software.
Why a CMDB?
There are two major advantages in the implementation of a CMDB. 1. She will help you to homogenize your park.
The more a park is heterogeneous and the more the sources of problems are numerous.
You can so see on which type of machine intervening first and foremost, the orders of renewal, updating and at the same level your software versions, etc. 2. By recutting with analyses (cf. 3rd stage), it will be possible to profile incidents and problems.
For example, the incident A intervenes almost exclusively on the software B in version X. It will be easy to conclude from it that a software update B is imperative or that a contact with the publisher is necessary to fix

The single window is in the heart of ITIL (with the CMDB).
A single phone number, a single email address and the only one url Intranet to contact the IT support(medium).
Over time, decrease the direct demands(requests) (the users who appear at the IT service or who hang on(collide) a member(limb) of the team on the bend of a corridor(lane)) to favor communication channels previously quoted.
The IT service will move in case of necessity.
Why a single window?
1. Record(deposit) the demands(requests): these must all be recorded(deposited) within the framework of analyses ( cf. 3rd part(party)).
If, in the bend of a corridor(lane) a member(limb) of the IT team is interpeeled to intervene on an incident and if this reproduces several times he(it) will not record(deposit) the incidents, simply

2. Set up a system of escalation.
The single window becomes a sorting office.
At the first level, he can solve the problems by telephone and\or the remote handling.
At the level 2, for example, he can choose to send somebody on the spot.
This person will not ceaselessly be interrupted (by other calls to the support) hanging are intervention. Thus he will save time, the user also.
According to the size of the service, it is not always possible to proceed so due to the lack of resources. But from two people it is possible.
Not to demotivate the members of the IT team, rotations are to be set up. Always the same by the telephone is to be avoided. 3. Eliminate the dissolution and the multiplication of the demands.


Certain users do not hesitate to call several people in case of problem or for any demand(request).
And, when there is a fire(light), the IT service often has difficulty in communicating correctly within it.
1 applicant = 1 unique(only) point of demand(request).

Such an octopus, ITIL in several hearts.
We shall thus say, there also, that the index cards(forms) of incident and resolution are at the heart of the system.
So that the approach(initiative) works, it is necessary to record(deposit) everything I had warned(prevented) you, it is very quibbling.
The IT service completely has to play the game(set,play).

1. Prepare your records of incidents. For each call, you must complete an incident form: name calling , service as , date, time of call , incident type (hardware, software ), nature of the incident (description), etc. . Better worth decomposing nature of incidents , " Excel macro " incident rather than "Excel" incident. This is to facilitate analyzes .

2. Attach a listing resolution to the incident record (that is automatic in the software). This is to describe how the incident was solved. These cards allow you, for future similar calls, set up incident resolution procedures (with decision tree eg. If I have such a problem, then I do that, if I did something else and so right now). Analyses Before you begin your analysis, wait 1 to 3 months (depending on call volume to support). Time to feed your basic incident and improve your listings. After the deadline passed: List the incidents and create groups: A hardware problem, business software problem X, etc. During testing, you will realize that you often call for business software X. In the ITIL lingo, these incidents become problems. Action must be conducted on the X to remove business software calls.


Example: staff training (if it is a problem of use), update the software, call the publisher support to fix the problem, etc. Remember to cross the analyzes with CMDB data as explained in the first step. Take regular analyzes: monthly eg. (The number of calls). The goal is : - Improve your processes to respond to calls, by establishing procedures (and reduce response time). - Eliminate sources of problem and free up time on the "firefighter" part. Even if I advised you not to implement "publicly" ALS for now, simulate in a within the IT department.


For example: consider a call in time, solve a level 1 incident in 2 hours, etc.


This will enable you, when you will negotiate an SLA with business directions, having elements for fixing the level of service. Purists think that the approach is not "full ITIL compliant" and this is the case. But as I mentioned in the introduction, several months will be needed for the implementation of some elements mentioned. And it is only because the practice of these will mature as the implementation of ITIL work. Then you can enter an ITIL approach to the letter and with confidence to get the benefits presented in the introduction.

© 2016 by Yannick Labbé