There is a famous proverb: It is not the amount of knowledge which makes a human being successful, but the implementation of knowledge in their respective fields. ITIL training and ITIL certification can no doubt, change an organization from a reactive to an proactive one but the top management personnel have to keep in mind that there will be several challenges involved.
Top management personnel should always remember that there will always be resistance to change. According to popular management books, the best way to overcome resistance to ITIL training and ITIL Implementation is to involve employees actively and encourage them to contribute their ideas. It is mandatory that focus should not be on only one group or department but should involve every aspect of the organization. This may take time, but the returns for would be worthwhile.
The management should be prepared for any type of resistance (superficial or real). A good communication plan effectively can change resistance to all-round involvement.
For an effective change improvement to take place, management commitment and participation is also necessary. A team should be set up which should monitor improvements in every department and preferably, they should follow the Kotter’s eight step model for Leading Change.
ITIL implementation or training and ITIL certification lays emphasis on roles and responsibilities, that plays a key role in the outcome of every project. In other words, emphasis has to be placed on many areas of the organization, inclusive of ITIL processes. Some of them are:
- HR department: Organization infrastructure, compensation, reward and recognition have to re-modified in a way that will support newly developed roles and responsibilities.
- People: Roles will be changed, inclusive of disciplines
- Technology: This is one of the most important aspects of ITIL implementation, where few technological improvements have to be made or modified with respect to the processes and project. Interfaces between processes should also be carefully monitored.
ITIL stresses on the importance of common terminologies and so, a well-organized education plan should be developed and it should be imparted to every key person in the organization at the initial stages. Important phases of the educational model should contain organizational design, change management, maturity of processes, Successful management of resistance, perfection in quality and Continuous improvement.
The main challenge during ITIL implementation is improvement of a Service Desk according to the ITIL standards. It may take years and for development of the processes roles and responsibilities may have to be modified or created.
It should be kept in mind that ITIL certification is one of the most sought today in Multinational Companies and an ITIL trained professionals are considered to be an asset to their organizations.