So, you’ve decided to adopt ITIL to improve your IT service management. Congratulations! But hold on—before you get swept away by the promise of better processes, higher efficiency, and smoother operations, let’s take a moment to discuss some of the inevitable challenges that come with implementing this framework.
Implementing ITIL is like deciding to renovate your house. At first, it seems like a good idea—until you realise you’re going to need a lot of paint, tools, and a good deal of patience. But don’t worry! It’s worth it in the end.
Real-life challenges of implementing ITIL
- Learning a new language
ITIL isn’t just a process—it’s a whole new language. Terms like “service management,” “utility and warranty,” and "value,” can feel like you’re learning to speak in code. Suddenly, an “incident” isn’t a problem, "change" isn’t a casual request and 'event management" isn't party planning. If you’ve ever tried to learn a new language, you know it can be both exciting and confusing. Be prepared for a few linguistic challenges. But don’t worry, once you get the hang of it, you’ll be fluent in ITIL! - “Why should WE change? Everything is fine the way it is!”
One of the first hurdles you’ll face is convincing your team that change is needed. After all, everything is working perfectly well—right? Why fix something that isn’t broken? The truth is, ITIL isn’t about fixing problems that don’t exist, it’s about making sure things run more smoothly in the future. Change can be hard to sell, but once your team sees the improvements that ITIL brings, they’ll wonder why they didn’t do it sooner. - “Do it all... now!”
Once you’ve gotten past the initial resistance, the pendulum swings the other way—now everyone wants to do ALL the ITIL things. Everyone is excited and ready to overhaul every process in sight, but that’s not how it works. Implementing ITIL is a gradual process. Don’t try to do everything at once. It would feel like trying to run a marathon without training. Focus on a few key areas and build from there. - Knowing where to start
Deciding where to begin can feel like standing at the edge of a cliff, unsure which path to take. Should you start with service strategy, or dive into incident management? Do you begin with training, or should you focus on processes first? The good news is that ITIL is flexible and allows you to start wherever it makes sense for your organisation. Just remember, it’s a journey, not a race, so take it step by step. - Where are the answers?!
Ah, the elusive ITIL "how to" manual. Where is the one true, all-knowing answer to your implementation questions? The tricky part is that ITIL isn’t a rigid set of rules—it’s a framework. There is no one-size-fits-all answer. You’ll need to adapt ITIL practices to fit your organisation’s needs. The key is flexibility—don’t get bogged down by the details. Instead, focus on the bigger picture and make ITIL work for you.
Tips for implementing ITIL - Using the ITIL guiding principles as a compass
Give your team the training they deserve—then focus on delivering customer value!
Imagine baking a cake without knowing what flavour the customer wants—disastrous, right? In ITIL, everything revolves around delivering value to the customer. This should be your North Star. Training ensures your team is on the same page and understands what value means in the ITIL universe.
Don’t skip Organisational Change Management (OCM). Everyone needs to know why ITIL is being introduced and how it benefits them. You can’t create value if no one’s on board.
Don’t reinvent the wheel—start with what you already have!
Let’s face it, we all want to make big changes, but sometimes, you don’t need to. ITIL tells us to start where we are. Use your existing processes, resources, and tools to drive improvements. It’s like going on a road trip—you don’t need a new car (or a new map), you just need to make sure your vehicle is roadworthy. So assess your current state, and then make incremental changes. Rome wasn’t built in a day, and your ITIL transformation won’t be either!
Quick wins are your best friend—get them and make them count!
ITIL encourages small, manageable steps and continuous feedback. Think of it like a treasure hunt—don’t try to grab all the treasures at once. Start small! Pick one area of your business that aligns with the organisational vision and make a noticeable improvement there. By delivering quick wins early, you build momentum and demonstrate that ITIL actually works. Those quick wins will put you on the fast track to success!
Adopt the Continual Improvement Model (or a similar approach). ITIL is built on the idea of continual improvement. After implementing a process, you don’t just sit back and relax—you keep evaluating and refining it. By fostering a continual improvement mindset, everyone stays focused on enhancing all aspects of service delivery.
Get leadership buy-in early!
Have you ever tried to make a big change without support from the top? It’s like trying to run a race in flip-flops. ITIL encourages collaboration, and you’ll need leadership support to ensure everyone is aligned. When your senior team champions the change, the whole organisation will follow suit.
Engage your team—ITIL is a team effort! It’s essential to involve your team members from the start. Get them involved in mapping processes, identifying pain points, and driving improvement. The more engaged they are, the smoother the implementation will go.
Don’t forget—collaboration and transparency are key to making ITIL work for everyone. After all, it’s easier to see the finish line if everyone is looking in the same direction.
Create a continual improvement register—because ITIL is a marathon, not a sprint!
ITIL encourages viewing the entire system as interconnected. A continual improvement register helps you prioritise improvements (you can't do it all!), keeps them visible and ensures you focus on what delivers the greatest value. Think of it as putting together a puzzle—you need all the pieces to see the bigger picture.
Simple simple simple with value in mind.
Sometimes, ITIL can seem like a giant rulebook. But don’t overcomplicate it! The goal is simple—Keep it lean, efficient, and effective. Focus on what really matters and make sure your ITIL practices fit your team’s needs. If you make things too complicated, you'll end up with an ITIL mess instead of an ITIL masterpiece.
Automate what you can to free up time for higher-value work.
If you want to get more done with less effort, automation is your secret weapon. ITIL encourages you to optimise and automate wherever possible—think of it as setting up a series of clever shortcuts that take care of the tedious low level work. From workflows to self-service options, automation makes your life easier, reduces errors, saves time, makes your team more efficient, happier, and your processes smoother. Plus, you can avoid the dreaded “repetitive task fatigue” – how many password resets can someone really do in a day and remain sane???
Be patient, maintain enthusiasm, and enjoy the ride! Implementing ITIL is like running a race—but it’s more like being the tortoise than the hare. Sure, it might feel slow at times, but with patience, persistence, and a clear focus on the guiding principles, you’ll get there. Embrace the journey, stay positive, and remember your goal.
Need help getting started with ITIL
Sometimes, trying to implement ITIL on your own is like trying to assemble IKEA furniture without the instructions. If you’re unsure where to begin or how to make ITIL work for your business, contact us. Let’s make it happen—together!
The content shared on the FTLS blog and social media reflects the opinions and perspectives of the authors and is provided for informational and entertainment purposes only. It is not intended to be professional advice, as it does not take into account your unique environment or circumstances.
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