ITIL Implementation

General discussion on all aspects of the IT Infrastructure Library (ITIL)
Post Reply
User avatar
SharonSmith
Itiler
Itiler
Posts: 15
Joined: Tue Sep 18, 2012 8:00 pm

Wed Sep 19, 2012 4:04 pm

A brainstorming question on ITIL implementation...

XYZ is a well established telecom giant - a market leader. They have been rapidly expanding their operations in different geographies gaining considerable market share. The subscribers have doubled over a year due to which Customer service is taking a beat. There are several complaints regarding long waiting periods, breach of SLAs leading to bleeding finances resulting in very poor customer satisfaction. Many customers are dissatisfied with their services even though XYZ offers the latest technology at the lowest prices.Now, to address this issue, XYZ has decided to implement ITIL processes within their organisation. Please suggest, which processes of ITIL would help us in resolving these issues ?


User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Sep 20, 2012 3:31 am

You have answered your own question

IT SM is IT SM

ITIL is merely a set of best practices

If you dont have IT SM well defined... define it
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Thu Sep 20, 2012 4:41 am

This company is already performing all the "ITIL" processes and if it stops doing so it will soon collapse. Which "ITIL" processes do you believe it may not be performing?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
SharonSmith
Itiler
Itiler
Posts: 15
Joined: Tue Sep 18, 2012 8:00 pm

Thu Sep 20, 2012 1:27 pm

Shouldnt the company be concentrating more on improving their SLAs i.e. relook their Service Level Management and also be concentrating a lot in the Service Operation processes. Anyone with different views.
User avatar
maximus
Itiler
Itiler
Posts: 6
Joined: Wed Sep 19, 2012 8:00 pm

Thu Sep 20, 2012 1:52 pm

I think it should be SLM service level management
User avatar
Nick_dna
Newbie
Newbie
Posts: 1
Joined: Wed Sep 19, 2012 8:00 pm

Thu Sep 20, 2012 1:59 pm

maximus wrote:I think it should be SLM service level management
I agree with maximus.. I believe it should be SLM :D
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Fri Sep 21, 2012 9:15 am

SharonSmith wrote:Shouldnt the company be concentrating more on improving their SLAs i.e. relook their Service Level Management and also be concentrating a lot in the Service Operation processes. Anyone with different views.
Absolutely not. You have no evidence that there is anything wrong with the SLAs. It's the poor service levels that have upset the customers and users. So-called "implementing an ITIL process" is not indicated at all. What is indicated is a need to examine the reasons for the poor service. Then you can apply improvement actions where the cause lies. You might call this a problem to be managed, but that does not mean you need to "implement" problem management. It just means you have to determine the underlying cause(s) and resolve them.

The idea that the correct response to "things are going wrong" is to implement some processes is absurd. Until you are sure that process is at the root of the problem, it is wasteful to tinker with processes. (It could be lack of resources or lack of training or poor management or any number of things.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
SharonSmith
Itiler
Itiler
Posts: 15
Joined: Tue Sep 18, 2012 8:00 pm

Sun Sep 23, 2012 2:18 am

Thanks everyone
User avatar
Nuno
Itiler
Itiler
Posts: 8
Joined: Tue Jan 08, 2008 7:00 pm
Location: Lisbon

Mon Sep 24, 2012 6:23 am

I strong agree with Diarmid.
User avatar
24sa
Itiler
Itiler
Posts: 25
Joined: Mon Nov 26, 2012 7:00 pm
Location: Mumbai

Tue Dec 11, 2012 4:47 am

Diarmid,
Hello Sir,
I am agree with your point, finding ROOT cause and giving solution to the problem is the part of Problem Management only.
With addition to your post, Is the need of Capacity Management Procees not the more specific to this case?
Clearly the load has been increased too much, causing the trouble, Capaciy Enhancement is much needed. If have Capacity Management process had worked correctly than these type of situation could prevented earlier.

request for your valuable remark.
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Dec 11, 2012 10:15 am

Capacity is worth a look and anyway in a period of growth will need to be well done at all times.

But there is little in the question to suggest it above lack of people capacity or of poor ways of working. Best to just keep an open mind until the analysis is done.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
MikkoH
Itiler
Itiler
Posts: 20
Joined: Mon Dec 10, 2012 7:00 pm
Location: Finland

Wed Dec 12, 2012 2:33 am

My 2 cents,

Self-Help seems to be the cost-friendly solution to everything nowadays, also automating stuff could work to help kill the long waits.

The Service is balanced between extremely reactive(your case) and extremely proactive.

Adapting stuff from ITIL won't mean anything if there's no effort spent, and my guess is there's no real budget for the project...

Try to go proactive to lessen the load of the staff and take the time you might gain on improving the organization.
Post Reply