I am doing an ITIL Business Case on a fictitious company. Anybody have any hints? Saving Changes...
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Owen WernerIT Service Manager| Vector LimitedAuckland, New Zealand
You will need to factor in the three main elements of Business Process Management being People, Processes and Technology.
People: Don't underestimate the amount of internal effort costs required to implement an ITIL solution. A good coach will make a massive difference in the success of the implementation as will the training required to get your process managers up to speed. Invest in building an internal ITIL training capability as this will save you money in the long term.
Processes: Need to define the CSF for ITIL maturity. Also, what level are you looking at and the expected measures to show changes as a result of the ITIL implementation. This can be the make or break. Do you really need to be level 5 on Incident Management?
Technology: You could, but would have difficulty acheiving ITIL processes without adequate tools. There are a number of options here from SAAS tools to Tier 1 full ITSM. At a minimum you would need a fully functional Service Desk. However for availability and capacity you will also need system monitoring tools. These costs can be significant. A good assumption to make is that your fictional company has already invested in these as part of the foundations for normal operations management.
Need a little more information on the ITIL Business Case that you are writing. ITIL covers allot of ground. What is the goal of the business case? Are you looking at a ground floor approach or a full blown implementation of an ITIL solution? Does the company have any service management functions in place now or will this be their first attempt at providing a service management service?
