The most obvious point about assembling your ITIL Implementation Team is that the size of the team will depend largely upon the size of your business. Large corporations are likely to need large implementation teams but, if you work for a small or medium sized business, you may find that you are expected to deliver the project alone. Don’t worry about this, you may have more people helping than you realise.
With ITIL-based Service Management the one rule that needs to be reiterated more than any other is that of “Communication, Communication, Communication” and, luckily for you, this communication travels in both directions. This means that you actually have a very large team at your disposal because just about everyone you talk to in the business will have a useful contribution.
It might be the Managing Director explaining exactly which elements of the business are of the most strategic importance, allowing you to give them priority when defining SLAs. On the other hand it might be the new graduate appointee complaining that he couldn’t use his PC on day one because he hadn’t been provided with a username, giving a heavy hint that the new starters process (if such a thing exists) isn’t working. Whatever the scenario you will quickly see how much value can be gained from talking to your colleagues in all areas of the business.
So you’re not on you own at all are you?
Tags: Communication, Implementation, ITIL, ITSM, service management
