Checklist ITIL project proposal
From the book Owning ITIL®...
14 questions to ask about an ITIL project proposal
1. What is the vision? What is the strategy to achieve that vision?
2. What is the driving need or requirement?
3. How will success be measured? Relative to what benchmark measured now? Are we measuring with something other than ITIL? (See p36) Do the metrics measure the benefits stated in the business case?
4. What process maturity level(s) is the objective? (see p36)
5. Where is the value? Will it reduce costs, increase customer satisfaction, reduce risk, increase competitiveness or what? What dollar value can you put on that? Based on what metrics and where do they come from? Where is the real money?
6. Why do we need this? What is broken? (See p36) Do we really need best practice? Can we go for something simpler? (See p36) In particular is there a CMDB proposed? Why do we need it? (See p36) What does it give us over how it is done now? What pain or risk does it address? Weighed against that, what proportion of the costs is it? Does that include ongoing maintenance and audit of the data?
7. What resistance to this is there? Sometimes there is a good reason for resistance. Go ask the objectors.
8. What proportion of the budget is allocated to people-related activity: cultural change, training…? (See p36)
9. Where are the people resources coming from? People cannot do ITIL in their “spare time”. And the people doing this should not all be learning how as they go: make sure some external expertise is being brought in.
10. Who did the estimates (risk, time and cost)? What is their practical experience of doing this same thing before? Does that translate to this situation? Process change and cultural change are even more chronically underestimated than projects are in general, especially when estimated by technical people.
11. What ongoing activities will ensure the implemented changes stick, and that improvement continues over time? Who will own that? How will it be funded? See p36)
12. How does this integrate with other methodologies in use in our organisation? (See p36) …and other processes currently in place (e.g. procurement, project management, security, hires and fires, facilities)?
13. Have you chosen the tools yet? If so, throw it back. Tools come much later after process requirements are well understood. Technology driven projects usually fail.
14. Do the CEO and CIO support this strongly? If not what makes you think you can change that? No solid executive support = no hope.