Implementing ITIL

摘要

How do you convince your network and IT professionals to adopt "best practices" when they think they already have them? Simply selectively, realistically and patiently says Robert McDonough, IT manager for process development and support for the state of Michigan in Lansing. "There's only so much change you can inflict on folks at any one time," McDonough says. Last January, the state's 2, 000-person IT department began using parts of the IT Infrastructure Library (ITIL). ITIL is a set of best practices meant to ease IT management pain by creating uniform, well-documented processes for tasks such as problem identification and resolution, hardware or network changes, software updates and disaster recovery But ITIL lacks a set of best practices for its own adoption, so McDonough's team worked out their own. "We were trying to change the culture," he says." We started out with the idea of learning a common language [for IT processes]. That let us insert ITIL in a manageable way."