I’ve recently studied ITIL, learned the stages involved and took the exam.However now the time comes that I’m supposed to apply this in a written report on the implementation of ITIL v3….
Does anyone know just how on earth this is done?
A good way to approach to such an assignment is to look at:
1) Where are they now (what best practices do they currently have in place)?
2) What processes do they not have implemented that ITIL says they should?
3) What is a road map to implement the unimplemented ITIL processes?
If you can’t answer question one, then you can’t really be asked to answer question two. If you can’t answer questions one and two, then don’t attempt to answer the third question.
If you need to further breakdown the answer to the questions, ask yourself about each question:
1) What personnel issues will need to be addressed (role assignments, authority of people, job descriptions, etc) in answering the question?
2) What technology and tools will be affected (ticketing, inventory, knowledge base, etc)?
3) What processes need to be addressed (flow of information, hand-off of responsibilities, notifications, consultations, etc)?
By breaking it down into the basic Deming questions centered around People, Technology, and Process you can attack this assignment with some structure.
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