As previously discussed, the first step in promoting
ITIL within your organization is to create a blank
Key Players Chart similar to Figure 1, and then
enter the names of the key players. It may require
some research to identify the appropriate people.
Note that some of the key players listed in Figure
1 may not exist in your organization or, if they
do exist, may not be relevant to your case.
Before scheduling any meetings, you should first prepare an
ITIL overview presentation that helps you explain the scope and
merits of ITIL. You might try to obtain some proven savings and
improvement statistics from other organizations to include in your
presentation. Contact itSMF (www.itsmf.com)
or Pink Elephant (http://www.pinkelephant.com/)
for help in obtaining this information.
Once you have the names of the Key Players, the next step is to
schedule meetings with them. This is an important step because it
will begin to sow ITIL seeds for harvesting later. The best way to
present a case to the key players is to use some of the
expectations from the examples, and ask for expansion on those
expectations. Once you have scheduled the meetings, the next step
is to identify the ITIL processes of interest to each key player.
There is no point wasting time by discussing processes that are of
little or no interest to your audience.
There is one fundamental question that you need to ask the key
players: "What would you expect from the following IT processes?"
Because key players have limited time available, you need to
minimize any discussion that moves away from answering this
question, to ensure you get the information you need in the
allotted time. If the participants identify new expectations,
enter the new expectations on the Expectations Chart. When you
have completed all meetings and discussions, the Expectations
chart should contain a complete list of organization-specific
expectations to accompany the generic expectations in Figure 5. |
