Managing the transaction a central concern for ITIL software adoption

Ensuring that the move to an ITIL software-based form of IT support progresses smoothly but with demonstrable, sequential improvements is one of the best ways to secure management approval of the framework, Ann All recently wrote for IT Business Edge.

She said that one analyst, Malcolm Fry, suggests a focus on the IT department's core service tasks when beginning the process, including problem, incident and change management. This will ensure a minimum of disruption in basic operations and avoid costly downtime and backlogs.

According to All, Fry also said any attempt to move beyond the basics too quickly is dangerous to the ITIL software adoption process, and can jeopardize any chance at progress. Moving too fast also causes problems during interactions with business staff, who can get confused and frustrated by an overload of new terminology and procedures from the IT department.

Nevertheless, further adjustments are likely on the way, given the recent release of a host of simplified, updated guidance documents and best practices for companies working with ITIL software.