Today I am
going to speak about ITIL that it is a standard for Service Management widely adopted
in IT Service Management. And I am going to approach this topic in a SAP
environment.
Most of the
organizations that have implemented ITIL are doing it, in order to standardize processes,
become more efficient, and better align IT to the business. In most of these
cases the ITIL processes implemented first is Incident Management, followed by Service
Desk and Change Management. Everyone who has worked in a SAP project knows that
these processes could cost much money and could become a thread for the
project, if not treated carefully.
Why is ITIL
so important right now? Because this best-practice framework presents the
experience of organizations worldwide on how best to manage IT services to meet
business expectations. Vendors have made this application more achievable
through the alignment and automation of the processes within their
applications.
Surveys
have showed that ITIL adoption in ERP environments in larger than the CMMI
model, this is curious because the Capability Maturity Model Integration is a
well-known and accepted software development methodology.
Benefits for ITIL implementations are process standardization
and efficiency
Companies
which implement ITSM, if it is done right, can see clear evidence that
efficiency and increased availability are the clearest short-terms benefits. Likewise
improvements in Incident, Problem and Change Management have been shown to have
an improvement on service availability.
IT Organizations
having different ways of working in different domains could make the incidence treatment
a risk for the project, reworking, doing it without the much needed
information, wasting efforts. By standardizing processes in every technology
domains organizations achieve a significant improvement in the ability to
deliver IT services.
http://www.itsmportal.com/columns/benefi
1
Most SAP
organizations have been able to implement common processes within a six-month
time frame.
What are the challenges to ITIL implementation?
Organizational
change around IT culture provides the greatest challenge to ITIL implementation.
In every SAP or IT project customers do not like to change their daily work so they
try to adopt the SW to their culture no otherwise. This is a common error and
it could be a fatal one, when adopting an ERP or/and and IT Management
Framework not only changes the SW but the process of work in the company, user
must understand this and management have to make them understand.
Adopting
news processes changes the way organizations work, and in doing so efficiency,
accuracy, and costs can improve.
Source: http://www.pinkelephant.com