Familiar or know someone familiar with ITIL or ITSM in a University environment?
I'd like advice about how one might implement ITIL or ITSM best practices in a University environment. I've read the ITIL Service Support and Service Delivery books, and I've found Gartner Group articles and web sites describing how to implement ITIL and ITSM in a corporate environment. Do you have any experience or know anyone with experience implementing ITIL or ITSM best practices within an educational environment?
Good Answers (1)
Andrew E
Senior ICT Manager with The University of Queensland
Best Answers in: Change Management (1), Information Security (1)
The best experience I can have to offer on this is to first ensure you have executive support. It won't go anywhere without it. Identify to them that this is an ongoing process, it will take time and doesn't imply any quick fixes to existing service issues you may have. In fact, it may actually get worse before it gets better. Break down the process and identify to the executive which areas of the ITIL framework you will be starting with and when you have them implemented. Ensure you advise them that this is not just your own hairbrained crazy scheme that it is actually a standard (ISO20000) being adopted around the world and back it up with the statistics.
The second is to ensure your own team understands what going down this pathway actually means to them and the impact. You will find incidents start increasing dramatically depending on how well they were being captured before and you may actually discover that resourcing may start to become an issue.
The third is to market the concept of what ITIL will mean to the user community as loudly as you can.
Fourth, get a hard hat and some body armour. Understand that ITIL implementation isn't actually about improving your services it's just about improving the WAY you deliver your services. You know it, your team knows it and it's the way you've marketed it yet it won't stop your client's thinking that they should now be in the Nirvana of perfect ICT service. You need to stress and remind the executive this is all about ensuring you are delivering a consistent level of service with the resources you have available. You will be able to effectively demonstrate to them that either you need the funding for more resources or a bigger stick to manage the client's expectations. But emphasise it is them who need to make the "business" decision, you just provide them with the information in which to make that decision.
Hope this helps a bit. If you want to talk any further, please don't hesitate to contact me.
Best regards,
Andrew Exley
ICT Manager, Faculty of Biological and Chemical Sciences
The University of Queensland
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Gautam S
Senior Manager - Technology Risk at Protiviti Member Firm (Middle East) Ltd.
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I do not know if the two experts suggested have specific university implementation experience but I respect and value their skills a lot as far as implementations and perspectives on ITIL, ITSM and ISO 20000 are concerned.
Best of Luck to all of you.
Best Regards
Gautam Sarnaik
Peter T. D
Providing IT Governance, Compliance, Security & Audit Consulting Worldwide
Best Answers in: Regulation and Compliance (1)
John, you should check out the book The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps by Kevin Behr, Gene Kim and George Spafford published by the Information Technology Process Institute. If you still want to go ahead I could find you a resource.
