C.1  Process implementation

When implementing, or improving, any aspects of Service Management processes, there are a wide range of issues to take into consideration. This Appendix looks at some of the issues that need to be taken into account when deciding to implement, or Change, Service Management processes. The topics covered also look at planning the project for such an implementation.

A practical implementation of Service Management should include:

• earning and communicating 'quick wins' to demonstrate the benefits of Service Management
• starting with something simple and adopting a phased approach
• involving Customers, especially those that have been critical of the service
• explaining the differences that will be seen by Customers and Users
• including third-party service suppliers
• managing the changes, and explaining what is being done (and why) to everyone involved or affected - support staff are often cautious about changes, and it is particularly important that they understand the benefits in order to overcome their resistance
• educating staff and managers to become service managers.

Vital elements to consider are:

• the extent of the organisation
• the Resources at your disposal, including staff numbers
• the level of maturity of staff, of the processes and of the organisation
• the Impact of IT on the business
• the culture of the organisation
• continuous communication with the User population.