Q&A: Implementing ITIL in a small or non-IT-focused organisation

You're not alone, Shane! Implementing ITIL in a small or non-IT-focused organisation might seem overwhelming, but starting early sets a strong foundation for future growth. The good news? It’s much easier to integrate ITIL principles now rather than later when entrenched habits may create resistance. By taking small, practical steps, you can build a flexible framework that evolves with your organisation. Here are some key tips to help you get started:

Make the Service Value System (SVS) your new best friend
The SVS is a holistic framework that connects all aspects of service management. It’s essentially a blueprint for creating a system where all parts—whether IT or not—work together.

Get your team on board early
Implementing ITIL successfully requires support from the top down. Promote the expected benefits of ITIL. When the team sees the value, the transformation will be much smoother. Check out this blog for help answering the 5 W's >

Start simple (no need for expensive systems yet)
You don’t need to rush into fancy service management tools. Start with affordable, cloud-based tools that charge per user, or use systems you already have. As the organisation grows, you can scale to more sophisticated tools. Tip: If you use or develop your own system, make sure it aligns with ITIL terminology. It will make future transitions much easier.

Progress iteratively
ITIL promotes continual improvement, so start small. Identify areas where immediate value can be gained—such as improving how marketing requests are handled or streamlining HR’s process for responding to employee queries. Once you make those improvements, assess what’s working and make adjustments—this is how you build a solid foundation. Don’t be afraid to experiment and evolve.

Focus on improvements that will deliver value
At its core, ITIL is about delivering value. For example, if your change management processes are causing disruptions due to inadequate reviews, approvals, or communication, addressing this gap can significantly improve the reliability of your services and the overall customer experience. It’s all about enhancing what matters to your business and your customers.

Train your team in ITIL basics
ITIL isn’t just for IT professionals—it’s valuable for anyone in your organisation. Offer a short workshop to introduce stakeholders to key concepts, such as incident management and service request handling. This will help everyone understand the importance of solid processes and ensure you’re all speaking the same language. Tip: Support stakeholders through the change— read more about organisational change management here >

Take a deeper dive with the 7 Guiding Principles
The 7 Guiding Principles of ITIL can help guide your approach, no matter your organisation’s size. These principles offer valuable insights into establishing a culture that is focused on creating value, collaborating effectively, and continual improvement. Check out this blog for more on implementing ITIL using the 7 Guiding Principles>

Ultimately, implementing ITIL in a small or non-IT-focused organisation involves taking manageable steps that drive value. By improving collaboration, streamlining workflows, and prioritising continuous improvement, you'll lay a solid foundation for long-term success. The best part, Shane? You don’t need to be an ITIL expert to start—just be open to embracing change and leading the way. Be the lone nut >