ITIL and the Non-Profit Organization

June 23, 2009

IT Department (Pre-ITIL)

Divided operations team

Support staff of six
No formal change process
Handled 700-900 monthly requests
Trying to keep up with a growing organization
Inconsistent and insignificant reporting
options
Inadequate Help Desk ticketing system
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High level steps to bring ITIL

processes to the organization

Sell the ITIL idea to business

Research a new support tool
Get help
Educate the entire IT team
Promote to organization (very important, even this stage)

Manage expectations

What do we want to do?

Be more customer driven and transparent

Improve on MTTR
Deliver services more efficiently and effectively
Manage and track IT changes
Manage and report on IT assets
Get a better understanding of services required by
organization.
Strengthen the Operations team

Where do we start?

Initial target for ITIL Rollout

Next Steps
Work very closely with consultant service to
gain knowledge of required processes.
Develop processes
Document process roles and responsibilities
Continue to use new ITIL terminology
Create functional workflows
Build requirements into new Help Desk

system.
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Sample workflow

Three Year Plan

IT Department (Post-ITIL)

Operations team under one Director

A complete IT staff consisting of a Level I Service Desk, Level II
support technicians and Level III, IV technicians.
Formal change process with a designated change manager
Handle on average:
600 Incidents/month
400 Service Requests/month
40 Change Requests/month
Custom built reporting options
A Help Desk ticketing system which was built with our
requirements in mind and allows us to continue growing.

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Where we are today

http://en.wikipedia.org/wiki/Hype_cycle
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Problems with our ITIL

implementation
Costly and time consuming to incorporate
requirements into new help desk system.
Expectations were set very high.
Continued training of IT staff on new processes was
difficult.
The new help desk system has become very
customized.
The need to begin deploying additional ITIL
processes is here, but are we ready?

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What next?

Problem Management?
Release Management?
Develop a Service Portfolio?
Further promotion of IT services?
Continued training for staff
Get current processes to desirable level?
Additional changes to Help Desk system?

???
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