Michael R. Wood is a Business Process Improvement & IT Strategist Independent Consultant. He is creator of the business process-improvement methodology called HELIX and founder of The Natural Intelligence Group, a strategy, process improvement and technology consulting company. He is also a CPA, has served as an Adjunct Professor in Pepperdine's Management MBA program, an Associate Professor at California Lutheran University, and on the boards of numerous professional organizations. Mr. Wood is a sought after presenter of HELIX workshops and seminars in both the U.S. and Europe.
In the first installment of this article, an overview of ITIL v3 and v2 was presented along with the rationale behind using v2’s component structure with v3’s improvements as a more practical way to evolve ITIL into your organization. The first installment also offered some pre-requisites to beginning the migration, along with a recommended implementation sequence. Finally, Part 1 presented recommendations for implementing ITIL’s service support module. In this installment, the remainder of ITIL’s modules will be presented along with implementation recommendations.
At this point you have successfully implemented an IT service/help desk and the processes needed to capture events (issues, problems, service requests, etc.), categorize and tag them, dispatch the needed support, track it, escalate it if needed, document the resolution and update the key performance indicators. You have also implemented a change management process for controlling access to application source code, tracking changes to that code, a release management process, a change control process for vetting software updates and the associated back-out processes.
During the next two to three months, these capabilities will mature and require some tweaking and recalibrations. Meanwhile, you can begin planning for the next ITIL module to implement: