This is a PPT from CTE Solutions' Smarter Everyday Project

1. The 5 most common
Mistakes to implementing ITIL
Service Lifecycle
The Smarter Everyday project is owned and operated by CTE Solutions Inc.

2. 1 – Ignoring the Business
• Implementing “just because” or “as the
flavor of the month”.
• Control cost of IT services and technology
• Ensure business and IT collaboration

3. 1 – Ignoring the Business

4. 1 – Ignoring the Business
• Clear understanding of the business
objectives:
• Establish business relationship
management process and framework
• Maintain IT related risk at an
acceptable level

5. 1 – Ignoring the Business
• Comply with relevant laws,
regulations and policies
• Increase Customer
Satisfaction
• Improve Effectiveness of
Services (Benefits
Realization)

6. 1 – Ignoring the Business
• Improve Efficiency of
Services (increased
productivity and/or
reduction in expenditures)
• Adopt continual service
improvement culture and
process

7. 2- Cookie Cutter Approach?
 ITIL lifecycle implementation should
consider different business specific factors.
Implementation approach is not the same
for every organization.

8. 2- Cookie Cutter Approach?
 Organizational specific considerations
• Why are we introducing ITIL?
• Stakeholders Management
• Organizational Change Management
process

9. 2- Cookie Cutter Approach?
 Organizational specific considerations
• Business Case and Budget
• Buy-in and commitment across the
business
• The combination of different practices
needed in support of business objectives

10. 3 – No Project Management
• Swinging it does not work!!!
• The discipline of planning,
organizing, and managing
resources to bring about the
successful completion of
specific project goals and
objectives in terms of
quality, cost and time

11. 4 – No Governance
• No Governance…No control!!
• Develop a governance model for
managing the ITIL Implementation with
corresponding RACI charts.
• Adopt and refine a service delivery model
for shared services.

12. 4 – No Governance
• Modify job descriptions to match changes
to roles as an effect of introducing the
new governance models.
• Train staff in the industry frameworks and
new/changed processes.
• Ensure back to back agreements are in
place

13. 5 – Critical Success Factors?
 Critical Success Factors
 Consider People, Process, Products and
Partners.
 Stay the course, do not deviate from
your plan

14. 5 – Critical Success Factors?
 Critical Success Factors
 Follow a structured approach
 Understanding business strategy
 Which IT Services will enable and
support business services

15. ITIL®
Service Lifecycle

16. ITIL® Service Lifecycle – Big Picture

17. Thank You
Questions!?

18. TECHNICAL
Microsoft
VMware
Cloud Computing
IT and Cyber Security
CompTIA
Java ProgrammingLanguages
Novell
UNIX
Training with impact
MANAGEMENT
BUSINESS
TOGAF
Enterprise
Architecture
ITIL
COBiT
Agile and Scrum
Business Analysis
Project
Management
Change Management
Communication Skills
Leadership Skills
Negotiation Skills
Problem Solving Skills
Facilitation Skills
and many more…

19. CTE Solutions Inc. - Ottawa
11 Holland Avenue, Suite 100
Ottawa, Ontario, K1Y 4S1
Tel: (613) 798-5353
Toll Free: 1 (866) 635-5353
Fax: (613) 798-5574
CTE Solutions Inc. - Toronto
77 Bloor St. West, Suite 1406
Toronto, Ontario M5S 1M2
Tel: (416) 284-2700
Toll Free: 1 (866) 635-5353
Fax: (416) 284-6797