Regaining Traction for ITIL
It’s not unusual to experience problems with early ITIL migration, even if you have planned excellent training and communication. If the proper action is not taken, progress can come to a halt--and worse, if a successful migration to ITIL is avoided at this point, it may be very difficult to salvage the effort. Powerful or high-prestige individuals may lead a surreptitious move back to old ways where they have advantage.
There is not a single correct response appropriate for any obstacle to make this problem any easier. The correct tactics must be determined based on your situation. Three situations may be encountered by your organization if traction is lost temporarily:
Missing service level agreements
Inadequate internal continuous improvement
Schedule delays and conflict in the organization
In all three cases, special communications and issue management are necessary.
Problem: Service Level Agreements in Danger
Your Response: Nothing will get organizational leaders’ attention in this difficult economic environment like evidence that a customer is dissatisfied and may leave. First, there may be financial penalties for missing agreed-upon metrics. Second, replacing customers is resource-intensive and expensive in the best of times; but now, in many industries it’s nigh impossible. You
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