Serv ce Service Management ITSM, ITSM ITIL Small Organisations ll

Ivor Macfarlane
Copyright IBM Corporation 2009

Big Teams h Bi T have Specialists

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Small Teams have to be Versatile ll h b il

MultiMulti-skilled staff More than one role each Mutual back-up back-

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ITIL V3 planning Findings

Scalability
ITIL is composed currently as a one size fits all. The reality is that organisations of different sizes or complexity, may in fact implement ITIL process in differing ways or to different levels of depth. A common view was that ITIL should reflect this and discuss issues and practical guidance for small to large organisations.

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So guidance was needed

ITIL: Small scale implementation ITIL V3
R i i Revision of SSI on ITIL V2 f Revision of ITIL-in-SITU (V1) ITIL-in-

Authors: A th
Sharon Taylor Ivor Macfarlane

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Focus needed
Small IS different Appropriate roles in small organizations Structures to consider Scaling processes Being sensible g

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Is Small Different?
Yes Because it feels different People more than technology

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Where and how you live and behave

VILLAGE
Informal culture Team spirit p Quick communication Responsive Relies on individuals High Unit costs

CITY
Formal culture Competitiveness p Slow communications Tendency to inertia Broad pool of knowledge Economies of scale

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Organizing in small ll
Scaling the lifecycle The lifecycle stages for SMB
Strategy Design Transition Operations Continual Improvement

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Chunks are SMB friendly

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Use the skills you h h k ll have

Play to your strengths Make sure they are still strengths Keep your strengths Spot inappropriate skills
Do not support your needs Cost more to maintain than the benefit they bring

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Bring in Skills When Needed

Regular check-up checkResponse to need Escalation built-in builtReduced overheads Slower response p Conflict of interests

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Some specific ideas

Proactive availability
Concentrate proactive elements of work Establish close links with sources of support, but keep responsibility About where and when - not hands-on investigation and handsreconstruction Part-time tasks troughs in reactive work Partg

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Service Desk ideas k d

Possibilities
Outsource (fi t li ) t business O t (first line) to b i Expand coverage to business processes and other service providers Consider part-time for routine, reciprocal deals, involving partkey suppliers etc

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Annual jobs
Example - Continuity
Include within Business Continuity Outsource development Annual review (but keep eye and ear open for warning signs and strange noises)

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Some things you need to keep

Own the relationship Accountable vs responsible Outsourced ITIL?

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People l
Make best use of them Different rules Rethink and restructure Flexibility and Trust You need heroes but understand the risks

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Retire or Resign = Rethink

Dont just set out to replace what you had Go to the market before you write the menu Use changes as triggers Argue with HR (youre a customer) Manage (think and act) g ( )

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Adopt, Adapt & Improve d d

Look at other organisations See what works there Will it adapt to you? Dare to have some ideas

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Small Is Different - Use It ll ff

Different isnt better or worse Try things Combine - with other IT units And with other parts of your organisation Concentrate on real priorities Dont go for uniformity just because (Distrust beige)

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Ideas we can b ld on d build

Dont do what you dont have to Share things when you can
Back-ups Back C Consultancy l

CoCo-operatives share with others to pressure suppliers Share with other service areas

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Future ideas
Case studies, white papers Templates and examples Sharing and supporting Shoulders to cry on Your ideas and contributions

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