More often than not an ITIL implementation can comprise of more than one discipline being implemented in parallel. On occasions they may be run as separate projects, ideally they should be run together under a ‘Program’. An example of such an implementation would be the introduction of ITIL Configuration, Change and Release Management, although separate ITIL disciplines they overlap and have interdependencies with each other.
Depending on the size of the organization a Project Manager may be appointed for each discipline, if so, consider appointing a Program Manager to ensure that each of the projects are not developed in isolation. Frequent and regular program meetings should be held to enable updates on the progress of products to be made, possibly requests for the sharing of skilled resources to be made and scheduled.
In addition a Program Risks and Issues log should be produced combining all risks and issues identified by each project. One will often find that one project identifies risks and issues that may have an impact on the other projects, yet have not materialized or are simple not visible. The Risks and Issues log should be reviewed at each program meeting and progress on ‘actions’ captured, mitigated risks updated and closed together with any issues on the log. If a risk or issue that could potentially derail the project occurs then immediate action may need be taken outside the regular scheduled meetings. Far too many Project Managers wait until each review meeting before highlighting project threatening risks or issues. Typically ‘bad news’ does not travel up to IT Director level, but on occasions timely notification can provide them with the opportunity to address the risks or issues appropriately.
Ensure that a progress report is produced frequently and distributed to the Program Board and other interested parties. It also serves as a excellent method of promoting the ‘project successes’ and obtaining the necessary ‘buy-in’ and support from senior management, which is critical to the success of any ITIL Implementation.
Another consideration when undertaking an ITIL implementation is to consider employing project and program managers who also have an ITIL qualification. As the project(s) / program develops the individuals co-ordinating the projects / program can assist with identifying the various ‘touch points’ of the projects in advance of them happening and thus assisting with managing the availability of key resources and even budgets.