An ITIL project in the real world

Tuesday, January 10, 2006

Running an ITIL project - my experience, day by day, live!

Interested by ITIL? How it works in the real world? You've found the right blog! I'm just about to start running a program of ITIL projects in our company. Week after week, you will read here all the details about this experience.

The context
We are an international chemicals industry based in France, with multi-billion dollar sales, and more than 4000 employees. Our IT department had disconnected IS initiatives towards support improvement over the years, but the quality of our services and support is still not up to the wishes of our customers. We are not a process and control oriented company - we are more creativity oriented (business wise, that is.)

Where are we with ITIL?

  • We have had a helpdesk for more than 10 years - part of the IT organization understands that it could help if it turned into a Service Desk.
  • We already have a service desk/service support tool, that we are not using to its full potential yet.
  • We have got some change management procedures implemented (because the operation of our infrastructure and the development of our applications are outsourced)
  • We have no other service support or service delivery discipline in place.
  • During the last 16 months
    • we have also been slowly implementing some basics of process improvement (a hard work in our highly unformal environment ;-) )
    • got a part of the IT organization ITIL foundation certified.
    • there was a gradual awareness increase within the IT organization. It is crucial. Without commitment from the management and the organization, you cannot get cross-group improvements. Do we have that commitment now? Maybe...

    Where are we at today?
    You must have the picture now. There's plenty of room for improvement, and the grounds seem ready. We decided to start with the obvious: Incident Management.

    I just finalized a project charter for "Incident Management", got it reviewed by a bunch of people, and am now in the process of getting the signatures of the top management. I'm presenting it tomorrow to some of the sponsors! So.... see you tomorrow!


  • Dear "ITIL Project Manager",

    Great concept for a Blog - many people will follow your adventure over the coming months, I'm sure.

    If you ever need access to basic and advanced resources that are totally free (such as process guides, templates, reports, presentation packs etc etc) then please feel free to visit my Blog, and click away!

    Good Luck!

    Dr. ITIL

    By Blogger Dr. ITiL, at 1:42 AM  

  • Thanks Dr. ITiL. I had a short glance at your material already, you seem to be quite active ;-)

    Yes, I thought that could be a quite new approach, and that could give a good feeling of what it is being driving such a project. Why not mention it on your site?

    By Blogger ITIL Project Manager, at 3:53 AM  

  • Hi - you know what? I will mention it on my site.

    I will post something later today and tell my 1,300 mailing list folks about it too.

    I'll keep checking back to add some comments too.

    It's good to support each other in this ever changing and challenging ITIL world.

    Dr. ITIL.

    By Blogger Dr. ITiL, at 12:34 AM  

  • Thanks Dr ;-)

    By Blogger ITIL Project Manager, at 2:07 AM  

  • I just came across your site from your signature on the ITIL community forum.

    As Dr Itil said, a great concept for a blog.

    I am currently trying to get management buy-in for implementation of some of the core ITIL processes over a 3-5 year programme starting one process at a time within this.

    I'm Foundation certified and keen to study for the management certificate as I gather it is really a pre-requisite to actually driving the implementation.

    Anyhow, I look forward to reading your journey - thank you!

    By Blogger The ITIL Imp, at 10:51 AM  

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