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Introduction

ITIL Service Management is something that impacts the entire IT organisation. Implementation of end-to-end processes can have a big impact on the way things are done and can initiate a lot of uncertainty and resistance with staff.

For these reasons, it is important to implement ITIL Service Management with a step-by-step and steady approach.

The following steps are an example of such an approach:

1. Feasability study
2. Awareness
3. Planning
4. Implementation
5. After Care

Developing ITIL processes is a fairly easy job to do! Making sure everybody understands the processes and uses them is more difficult and requires serious planning.

It is advisable to use a project management approach to ITIL Service Management implementation and stay focused on the clearly defined end results (many different Project Management methodologies exist. The Trademark owners of ITIL (the OGC) publish PRINCE2 (Projects in Controlled Environments). For more information see the Prince2 Weblog).

Implementing ITIL Service Management also adresses:

• Cultural change
• Implementation Checklist

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