Hi folks,

I’d appreciate some guidance on the following questions relating to an ITIL implementation I’m currently runnign with...the company is an IT Managed Service Co.

1. Change Management - if an engineer has to implement a change to restore service (Out Of Hours) which is either hard down or being severely impacted / unuseable, would you recommend this going ahead with a change being raised before or after (retrospective) or not being raised at all.

2. I’m planning on implementing KPI’s for individuals in the service desk and 2nd & 3rd line teams. What KPI’s would you recommend on an individual basis and team ?

Thanks in advance....

This guide helps small organisations to examine the quality of their IT service management and to decide whether to adopt or consider ITIL. The guidance in ITIL is equally applicable to small organisations as to large multinational companies, but applying it on a small scale is helped by some adaptation and a pragmatic focus. While this publication does not assume the reader is familiar with all the detail of the core ITIL books, it does assume an awareness of the terms and approaches suggested by ITIL. Therefore, while everything in this publication is intended to be useful to those delivering services in small organisations, much of the content will apply whatever the size, circumstance, or situation. Sometimes referred to as ‘ITIL Lite’, this approach is not about which parts of ITIL are appropriate, but rather it is an adapted ITIL approach to delivering an improved service, using all aspects of the internet phone service guidance tailored to the smaller implementation. This publication addresses the different service management challenges faced by smaller organisations. Armed with the ideas presented in this publication, readers will be able to adapt the ITIL guidance to deliver benefits in their own, unique, small implementations. The International ITSMF organisation, through its International Publications Executive Sub-Committee (IPESC), comprising members from all ITSMF chapters around the world, has given formal ITSMF International endorsement to this publication.

It is really cool..The guide me have informative tips and information..This is great..

Regards

Sandone
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