ITIL Readiness Review

The IT Infrastructure Library (ITIL) is fast becoming the international standard for IT management, especially the organization and delivery of IT end-user support services. As a result, many Contact Centers are embracing the standard and moving toward implementation of the ITIL model.

ITIL is a comprehensive and detailed specification for IT management, and organizations often elect to adopt individual ITIL components and implement the model in phases. For the Contact Center this usually means the Service Desk, Incident, Problem and Service Level Management modules. Regardless of where you choose to begin, ITIL implementation is a significant undertaking and there are pre-requisites that will ease the implementation process and greatly improve the chances of ultimate success.

Tyche’s ITIL Readiness Review is intended to assess a specific organization’s current state of readiness to implement one or more ITIL modules. It is not ITIL training nor is it an implementation project itself. By fully understanding the requirements of the ITIL processes targeted for implementation and your operations state of readiness to roll them out the odds of successful deployment and adoption are greatly improved.

An ITIL Readiness Review requires three to five days to complete and provides:

• An assessment of your understanding of the purpose and requirements of the modules that you intend to deploy and your specific business objectives for moving forward with ITIL.
• An audit of current facilities, technology, processes and staff against the requirements for successful implementation.
• Identification of any specific deficiencies or areas of concern that would place the implementation at risk, and prescriptive remedial actions.
• Implementation planning guidelines and a project “roadmap” outlining critical tasks and estimated timeframes for resolving deficiencies and proceeding with the deployment project.

Being well prepared is often half the battle. The ITIL Readiness Review will clearly show you exactly where you stand and how ready you are to successfully roll out ITIL modules in your Contact Center.

ITIL sounds good but it is so large and comprehensive it is hard to see exactly where and how to begin…..but now you know!