The ADD is acronym of Assess, Design and Deliver. This is a model, not a framework, that describes how the ITIL consultancy delivers not dictates the consultants to follow. As of the ITIL is a best practices framework, its implementation will vary from organization to another, that keep the consultancy project success ties with delivery approach. So, I tried to put a holistic model starting with assessment through design till delivery.
5. Reality
4 out of 5
Failed or at least delayed
80% of large organizations
61% of midsize organizations
36% of small organizations *
are at least considering or piloting ITIL
* Due to May 2012
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8. ITIL Implementation Key benefits
ITIL Implementation Key benefits
Increasing customer satisfaction
Improving an efficiency of IT services
Reducing the long-term cost of IT services
operation
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11. ITIL Implementation
Challenge Sources
Organization
Senior management commitment
Managing organizational changes
ITIL implementation scope
Organizations’ IT staff competency
Project Management Methodology
Project management and governance
Managing communication
Managing project stakeholders
Consultancy Firm and Implementation Team
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Get Full presentation on how to tackle ITIL
implementation challenges from here
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Project
Phases
Assess Design Deliver
Information
Gathering
• Understanding Document
• As-Is Report
• Recommendation Report
Deliver Value
Screening
Shape Outputs
This is a model not a rule that describe how the
consultancy projects tends to work, it doesn’t dictate
how they must work.
‘ADD’ Implementation approach
Expectation
Management
Refine the project
plan
Closure Report
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Manage Process Delivery Approach
Deliver Process
Report enhancement
Manage project closure
Deliver quality management
Presentation Skill
Project Management Skill
Technical / BIZ reporting Skill
Primary Information Gathering
Secondary Information Gathering
Industry Characteristics
Environmental Factors
Manage Stakeholders
Manage Team
Change Resistance Management
Deal with Hard people
Communication Skills
Time Management Skills
Internal Assessment
External Assessment
Mapping
Prioritize ‘to-do’ list
Existing framework compliance check
Other Strategic Projects check
Refine the project plan
BIZ continuity consideration
Prepare for Automation
Manage Service Finance
Negotiation skill
Critical Analysis skill
Screening
Ensure Compliance
Assess
Design
Deliver
Eighty percent of IT Service Management and ITIL programs and projects have failed to meet their objectives and are deemed a failure by the sponsor. Despite the high-profile success of ITSM and ITIL projects in organizations like Proctor & Gamble and BMO Financial, most ITSM projects will fail. This is tragic since ITIL has so much to offer in helping organizations align IT with their business objectives