ITIL Implementation – Top Tips

In just 20 years ITIL has come to guide the IT service management practices which underpin the performance of successful organisations worldwide. Not surprisingly those organisations which have not adopted ITIL are looking to do so – and those that have are looking to extend or enhance their ITIL processes. This article looks at what determines whether an ITIL project succeeds or fails.

The experiences of more than 10 organisations were presented at the 2008 itSMF Conference in Birmingham. The projects ranged from application of specific ITIL tools such as Service Catalogue through to trans European ITIL adoption by a major financial institution with the goal of achieving ISO/IEC 20000.

1. Start Right

First and foremost understand where you are now and develop a vision of where you want to be. Use customer surveys and ITIL maturity assessments to objectively define gaps. Develop a vision which is meaningful for your organisation and which can be clearly articulated and communicated. Refer to the “Continual Service Improvement” element of ITIL; this is precisely where the alignment of IT Services and Business Needs should take place.

2. Organisational Change

Recognise that adopting ITIL is as much about organisational change as it is about processes and technology. This is not surprising; IT services are increasingly at the heart of how organisations deliver to their external customers – and are also central to how organisations themselves operate. ITIL projects which are simply based on mechanistic adoption of new processes or software systems will have limited impact. Real success comes when ITIL touches hearts and minds – both within and beyond the IT community.

3. Engagement

Organisational change demands engagement. You have to look beyond the ITIL core reference manuals for creative ways to win support and commitment. Effective communication is essential. Engagement also applies to external providers. When analysing, communicating and driving change make sure that third party providers and advisors are also involved.

4. Share

A theme of successful ITIL adoption is an increased willingness to share. A structured approach to IT services means less duplication of services and roles. It means use of a common language. It means working to meet wider organisational goals.

5. Right People

Your project will fail if you do not have the right skills and right experience in the right place. All of the projects reviewed involved redeployment and training of those involved. One pushed IT personnel out amongst the operational teams to break down barriers and improve response. Most involved the appointment of owners for all key ITIL processes affected. All used ITIL training to ensure a common language and understanding of best practice.

6. Momentum

There is a natural cycle to most initiatives where early enthusiasm fades once the easier wins have been banked, more intractable tasks loom, and other competing projects appear. There is no easy answer. Do publicise successes unashamedly. Do ensure there is a senior management champion who can maintain project profile. Try to avoid breaks in the implementation programme.

7. Project Management

Project Management goes hand in hand with most of the rest of these tips and failure to take a structured approach to ITIL implementation is inexcusable.

The approach you adopt may be PRINCE2 or your own equivalent. The key point is that there is a clear definition of business case, responsibilities, resourcing, work plans, stage reviews, risk, and escalation procedures.

8. Business Relevant Results

Some of the projects examined put a strong reliance on ITIL maturity assessments. These can undoubtedly be helpful but only in conjunction with before and after measurement of criteria which have real impact on the business. These will include activity specific measures such as Service Desk rate of first time fix, and customer rating of satisfaction with IT.

9. Best is the Enemy of Better

For those new to ITIL there is a temptation to want to adopt every process in the book. In the real world, resources are limited and there will be a better return in some areas than in others. Those nearer the start of an ITIL journey are typically starting with Service Desk and processes such as Incident, Problem and Change Management. Also increasing in popularity is creation of a Service Catalogue as part of the task of “understanding what we’ve got”.

10. Business As Usual

Look beyond the project. In several of the case studies below care was given early in the project as to how improved service provision would be carried forward into BAU. This is an unglamorous part of the work and one which is often ignored. Improved service levels and efficiencies start to decay once the energy associated with the project is withdrawn.

Lessons in CRM: when it comes to caring for customers, telecom firms need to wise up. Here's a primer of best practices, complied from a roster of CRM

September means back to school--and telecom service providers could take some refresher courses as well. The summer of 2002 marked an unprecedented loss of consumer confidence in the telecom industry, as stocks plummeted and the inner workings of companies such as WorldCom and Qwest were put under the microscope. Meanwhile, despite the CLEC crash, incumbent telcos continue to face a competitive threat in many of their markets, long-distance carriers are waging a war against wireless substitution as mobile operators grapple with high churn rates and saturated markets. There's never been a better time to learn more about customer relationship management (CRM).

Most CRM vendors agree that telecom service providers have a lot to learn. "Most telecom companies have perceived themselves as being good at doing CRM, and frankly, in most cases, I find that they have a very insular view," says Steve Home, president and CEO of consultancy Analytici. "They do not understand what CRM is--they think of it as a technology solution, not as a change in business processes. The reality is that telecom companies need to fundamentally change the way they do business in order to become business-focused."

Granted, telecom carriers have challenges that other industries haven't had to face. For one thing, they have huge volumes of customers, meaning that any systems they put in place need to be large-scale.

Additionally, Raghav Sahgal, managing director for CSG Systems Asia Pacific, says every service provider will soon have to make those CRM upgrades as mass adoption of new services like Multimedia Messaging Services (MMS) and mobile commerce are just around the corner. "Service providers who want to offer these new mobile services must either supplement or replace their legacy billing platform. So, while billing systems are improved to collect revenue for these new services--the information collected on the back end becomes much richer, much more knowledgeable in terms of who the customer is, what services they use and what services they are likely to buy in the future."

But Jeff Maling, vice president of strategic accounts for consulting firm Roundarch, has a drill-sergeant approach to telecom CRM. "To me, the telecom industry doesn't have any excuses," Maling says, "Other industries have faced some of the same issues and have overcome them effectively. Telecom has just been too focused on other issues, such as domination and consolidation, and now survival, to really get CRM right. Ultimately, this industry needs to decide whether or not they care about customers."

Once carriers do indeed decide to focus on CRM, they have one significant advantage--they can learn from the successes and mistakes of other industries. Granted, sectors such as manufacturing, hospitality and banking have many fundamental differences from telecom, but ultimately, it boils down to one simple fact: A customer is a customer, and telecoms could stand to learn some lessons on how to treat them right.

Lesson 1

Use lots of customer data

The telecom industry has a significant advantage over other sectors--it has a huge amount of customer data. The key is collecting and integrating that data to create a single, comprehensive view of the customer across all of his/her services. Telecom carriers need to start understanding that a customer may have other relationships with the company. Daniel Kenyon, vice president of communications industry strategy at PeopleSoft, cites as an example a high-volume business user who also buys services from the same carrier for his home.

"Telecom's existing systems aren't very good at relating one customer to another and figuring out that while two customer may have different account numbers, they're actually one and the same," Kenyon says. "They need to be able to manage customer relationships beyond the obvious."

Similarly, telcos need to learn how to identify a customer's value using more than the traditional metrics. Historically, carriers have valued their customers purely by minutes used and revenue brought in. As airlines have learned, however, basing a customer profile entirely on usage--in their case, miles flown--can create a one-dimensional view of the customer.

"Historically a lot of companies, not just telecom, have been able to capture a lot of information about how their products are performing," Kenyon says, "but few have designed systems that allow them to take information about customer data, profitability, customer usage, likes and dislikes, and using that information to extend the customers' relationship with the corporation."

Obey Pareto's principle

Power and Your PC

The power coming into a computer is the most critical component, and it may be one of the most overlooked. It is just taken for granted that it will always be there and working properly. A top of the line processor and ultra powerful video card do nothing if a system does not receive the ample, stable power it demands. Having quality components providing and regulating the power supplied to a computer is critical, and this brief overview looks at a few areas worth consideration.

Power Supplies

Computer power supplies take the high (110V or 220V) DC voltages from an electrical outlet and convert it to the various lower AC voltages required for a system to operate. The typical voltages required inside a computer are 3.3V, 5V, and 12V, where the 3.3V and 5V lines are generally used to power circuitry, and the 12V line provides power to run items such as hard drives, optical drives, and cooling fans.

Power supplies are sold in terms of their total power output, in terms of wattage. Choosing the correct power supply means not only finding one that will provide enough power for all of the components connected to the system, but also one that is the correct size physically, has enough connections for typical drives and fans, and if necessary, that also has special connections for things such as Serial ATA drives and modern video cards.

Choosing a power supply with enough power shouldn't be much of a problem, as having more power than you need is never a bad thing. Just because a power supply is rated for 400W, or perhaps 600W, does not imply that it is drawing that at any given time. It just indicates the total power available to the various lines inside the computer. For those interested in getting a good idea of their minimum power requirements, this Power Wattage Calculator is a convenient reference. In addition to checking out the total wattage of a power supply, looking for strong amperage ratings on the 3.3V, 5V, and 12V lines is also recommended, as power supplies with identical total power ratings may distribute the power to the various lines in different quantities.

Power supplies come in a few different physical sizes, but the most common are designed to fit the standard ATX and micro ATX (mATX) form factor cases. A typical ATX power supply, such as this Echo-Star 680W unit, measures 3.25" x 6" x 5.5" and features two cooling fans to not only cool the power supply, but to also help draw hot air out of the computer. A typical mATX power supply, such as this A-Power 320W unit, measures 2.5" x 5" x 4" and due to the smaller size features just one cooling fan. mATX cases are generally much smaller than ATX cases, and therefore have smaller power supplies, with generally lower power ratings, and fewer connectors.

The connectors on a power supply also deserve consideration. Most power supplies come with what looks to be an electric octopus of wires hanging off the back surface, and you need to make sure that somewhere in that tangled bundle are all of the connectors you need. The power supply should at least have as many connections as the number of drives, cooling fans, and other items found in the case. Up until recently power supplies had a fixed number of connections, and if you needed more, you needed to use splitters to distribute the power to all the components. Modular power supplies, such as the Ultra X-Connect 500W unit, are now available that eliminate that "electric octopus" all together, and allow the end user to connect just the cables they need. The flexibility of a modular power supply design not only lets you customize the connections to your needs, it also makes for a simple and tidy installation, since there are no extra wires dangling inside the case.

The selection of a high quality power supply may cost more money up front, but down the road it could wind up saving money. Many manufacturers now offer power supplies that consume less energy thanks to high quality internal components, advanced designs, and active power factor correction. These units are now able to provide the same power to the components in a computer, but due to increased efficiency, draw less power from the electrical outlet.

Surge Protectors

Surge protectors are intended to protect your electronics from a brief increase in voltage caused by such things as lightning, rolling blackouts, and heavy drawing electrical equipment. A surge protector reacts to divert the extra electricity to ground, and thus protects your expensive computer equipment from damage. A surge is any increase lasting three nanoseconds or longer, so a surge protector needs to react quickly. Most surge protectors also include a fuse (or breaker), and if the surge is too great to be handled without interruption, the fuse will blow. Although the fuse may be destroyed, it's a small loss compared to what it may have saved.

Surge protectors come in all shapes and styles. Some basic models can even be found at your local dollar store, but offer no more than a few outlets connected to a breaker. No serious protection is obtained, but many people just want more outlets, not protection.

More serious surge protectors will probably cost a bit more than a dollar, but will offer some peace of mind that your equipment is actually being protected. In addition to protecting from electrical surges, some devices include extra features such as conditioning to filter out line noise and ports to protect other lines such as cable television, telephone, and networking.

The Fellowes Smart Surge Power Strip protects up to 10 devices from surges, as well as offering line conditioning and ports to protect your phone line. A highly appealing feature of such a surge protector is that 4 of the ports are designed to accept bulky AC adaptors. For those with surge protectors that weren't designed to be this user friendly, there is still hope in the form of Power Strip Saver Cables. Basically just 7 inch long extension cords, these items can come in very handy when trying to connect multiple AC adaptors to a more traditional surge protector.

Uninterruptible Power Supplies

Many people familiar with Uninterruptible power supplies (UPS) know that they can keep a computer up and running during a total power failure, but don't know what else they do. Most UPSes will also provide protection from voltage surges and sags (when the voltage drops below normal), as well as protection from the possibility of a shift in the electricity's frequency.

UPSes come in two varieties, standby and continuous, although standby versions are far more common and less expensive. A standby UPS allows the devices connected to it to run from the normal electrical connection until a loss of power is detected, at which point it quickly (in a matter of milliseconds) switches to the battery backup of the UPS. A continuous UPS always has the devices connected to it running off of battery power, while the batteries are recharged by the normal electrical connection.

UPSes are sold in terms of their capacity, in terms of VA (voltage multiplied by amperage). This implies that devices connected to the UPS can draw a maximum of so much amperage at a specific voltage. A run time after a power failure is also generally specified for a UPS based on a full load being placed on the device.

Selecting a UPS needs to be based on the intended use? A smaller unit, such as the Fenton 600VA, would be adequate for powering a typical desktop computer, monitor, and smaller peripherals such as a printer and lighting for what they rate as 15-23 minutes at full load. If multiple systems need to be powered, or perhaps there are plans for future expansion that will add to the power demands, a larger unit such as the Tripp Lite 1500VA may be more appropriate. The first two units are intended to be set in close proximity to the devices to be powered, perhaps on the floor behind a desk, but if you are seeking to add a UPS to a server, there are also rackmount solutions such as the Opti-UPS 1100VA.

No matter the application, sizing a UPS may seem overwhelming. One manufacturer, APC, has created a handy UPS Selector Application which will take some of the guess work out of choosing the right UPS for any particular application.

Final Words

A computer system is only as strong as its weakest feature, and many times that distinction falls on the power supply and related components. By choosing a quality power supply, surge protector, and perhaps a UPS, one can make sure that they have adequately strong and stable power to keep their system running now, as well as down the road when upgrades may increase the demand on their system.

Jason Kohrs