locked
Basic ITIL Implementation RRS feed

  • Question

  • Hi,

    I am looking to implement basic level of ITIL implementation at my place.  Have following questions:

    1.  What products would be required at bare minimum i.e. SCSM, SCCM, SCOM, SCVMM, SCO, etc.

    2.  What features would be required at bare minimum for each of that product?

    3.  Is there any matrix or table mapping ITIL requirements to features of products listed above?

    4.  Any link to article/blog/website would be appreciated.

    Thanks in advance.

    Tuesday, May 28, 2019 6:13 PM

Answers

  • Hi,

    an ITIL process implementation, even in its very basic form can be pretty complex thing. The reason for this are all the people and processes that are part of it. When you decide to implement an ITIL process you don't first chose the tools and master the solution around them - you need to design the process itself first with the help of all the people involved and then chose the appropriate tools and decide which features you will use. 

    So in my opinion the correct order would be:

    - You analyse the requirements
    - You design the processes together with all the instances involved
    - You chose the tooling
    - You decide which capabilities you will use to cover the requirements. 
    - Customizations according to the process design (this is usualy the hard part, where you need to ensure you get what you planed for, suing the toools you chose, by customizing them)

    There are also many different ITIL proicesses and it is up to your organization to decide which are going to be implemeted and in which form. So to the particular questions:

    1.  What products would be required at bare minimum i.e. SCSM, SCCM, SCOM, SCVMM, SCO, etc.

    SCSM is a must if we are talking ITIL. SCCM (it depends on many things. SCO is very useful when you want to integrate, automate and orchestrate, which goes to the customization part.

    2.  What features would be required at bare minimum for each of that product?

    This is very specific and depends on your process, who is involved, what is requires , etc.

    3.  Is there any matrix or table mapping ITIL requirements to features of products listed above?

    Pretty sure there isn't such thing, not regarding System Center at least.

    4.  Any link to article/blog/website would be appreciated

    My advice be to start small. Take a look at the SCSM implementation of Inicident Management:

    Service Manager 101 – Focus on Incident Management

    Then try to define the requirments for each proicess - Incident, Change, Problem, Release, etc.

    Hope I could help. Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Wednesday, May 29, 2019 7:45 AM
  • I went through the same thing when I began implementing ITSM. Here are a couple of resources that may be helpful to you.

    https://vimeo.com/231284582

    https://cireson.com/blog/transform-service-management-scsm-itil-best-practices-service-catalog/

    https://cireson.com/blog/life-beyond-it-incident-management/

    Hope this helps.

    Wednesday, June 12, 2019 2:09 PM
  • Hi,

    As Stoyan mentioned above, Microsoft Service Manager (SCSM) is a robust IT Service Management solution with an integrated platform for automating and adapting ITSM best practices to provide IT-as-a-Service. SCSM was built around Information Technology Infrastructure Library (ITIL) standards and Microsoft Operational Framework (MOF), enabling organizations of all sizes to increase efficiency and increase end user satisfaction. SCSM supports all of the primary ITIL components for Incident, Problem, Service Request, Change Request, and Release Management.

    The workflow and automation capabilities with SCSM and Orchestrator (SCORCH) are extremely powerful and a strong competitor with other ITSM solutions. Out of the box, SCSM provides the ability to create workflows based on your organization’s processes, whether simple routing of Work Items or processes that extend beyond the IT department.


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.


    Thursday, May 30, 2019 6:25 AM

All replies

  • Hi,

    an ITIL process implementation, even in its very basic form can be pretty complex thing. The reason for this are all the people and processes that are part of it. When you decide to implement an ITIL process you don't first chose the tools and master the solution around them - you need to design the process itself first with the help of all the people involved and then chose the appropriate tools and decide which features you will use. 

    So in my opinion the correct order would be:

    - You analyse the requirements
    - You design the processes together with all the instances involved
    - You chose the tooling
    - You decide which capabilities you will use to cover the requirements. 
    - Customizations according to the process design (this is usualy the hard part, where you need to ensure you get what you planed for, suing the toools you chose, by customizing them)

    There are also many different ITIL proicesses and it is up to your organization to decide which are going to be implemeted and in which form. So to the particular questions:

    1.  What products would be required at bare minimum i.e. SCSM, SCCM, SCOM, SCVMM, SCO, etc.

    SCSM is a must if we are talking ITIL. SCCM (it depends on many things. SCO is very useful when you want to integrate, automate and orchestrate, which goes to the customization part.

    2.  What features would be required at bare minimum for each of that product?

    This is very specific and depends on your process, who is involved, what is requires , etc.

    3.  Is there any matrix or table mapping ITIL requirements to features of products listed above?

    Pretty sure there isn't such thing, not regarding System Center at least.

    4.  Any link to article/blog/website would be appreciated

    My advice be to start small. Take a look at the SCSM implementation of Inicident Management:

    Service Manager 101 – Focus on Incident Management

    Then try to define the requirments for each proicess - Incident, Change, Problem, Release, etc.

    Hope I could help. Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Wednesday, May 29, 2019 7:45 AM
  • Hi,

    As Stoyan mentioned above, Microsoft Service Manager (SCSM) is a robust IT Service Management solution with an integrated platform for automating and adapting ITSM best practices to provide IT-as-a-Service. SCSM was built around Information Technology Infrastructure Library (ITIL) standards and Microsoft Operational Framework (MOF), enabling organizations of all sizes to increase efficiency and increase end user satisfaction. SCSM supports all of the primary ITIL components for Incident, Problem, Service Request, Change Request, and Release Management.

    The workflow and automation capabilities with SCSM and Orchestrator (SCORCH) are extremely powerful and a strong competitor with other ITSM solutions. Out of the box, SCSM provides the ability to create workflows based on your organization’s processes, whether simple routing of Work Items or processes that extend beyond the IT department.


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.


    Thursday, May 30, 2019 6:25 AM
  • I went through the same thing when I began implementing ITSM. Here are a couple of resources that may be helpful to you.

    https://vimeo.com/231284582

    https://cireson.com/blog/transform-service-management-scsm-itil-best-practices-service-catalog/

    https://cireson.com/blog/life-beyond-it-incident-management/

    Hope this helps.

    Wednesday, June 12, 2019 2:09 PM
  • Thanks; appreciate the help.
    Tuesday, June 18, 2019 9:27 AM
  • Thanks; appreciate the help.

    Hi,

    can you please mark the answers that helped you. This way others with the same question will be able to find help in an easier and faster way. Thanks in advance!

    Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Monday, July 8, 2019 12:16 PM