Q&A: Jean Ritala of Mystic Lake Casino Hotel on ITILBy Anna Maria Virzi Print
Jean Ritala, I.T. support services manager at Mystic Lake Casino Hotel in Prior Lake, Minn., offers suggestions on adopting the Information Technology Infrastructure Library (ITIL).
Jean Ritala is I.T. support services manager at Mystic Lake Casino Hotel in Prior Lake, Minn., and president of the I.T. Service Management Forum USA (itSMF), a not-for-profit membership organization. Ritala has been an active member of itSMF's Minneapolis local interest group, one of 37 such chapters in the United States, and is an advocate of the Information Technology Infrastructure Library (ITIL).
Here are her suggestions, offered in an e-mail interview with executive editor Anna Maria Virzi, for adopting ITIL:
Q: What are your top tips for an organization implementing the Information Technology Infrastructure Library?
A: You need a change agent to spearhead and drive an ITIL implementation. Someone who sees change as a process and not an event and recognizes how change will affect the bottom line in an organization. A person who is an active enthusiast for change who inspires others. A role model for new vision skills and behaviors.
You need a burning platform, or what some people call "pain points" or a mandate in an organization. Like from a recent internal or external audit or where it's too painful too stay the same.
Q: What benefits can a company realize from ITIL?
Q: What are the limitations of ITIL?
Q: What is the most popular library or framework and why?
A: ITIL processes and terminology may be new, but many highly regulated companies such as defense/government contracting, medical, etc. have been using process frameworks that are or have been similar. When I worked for Honeywell and the defense side of Honeywell in the 1980s, we used formal change, configuration and release management processes. Also, some companies may choose to use a combination of frameworks. I know several companies that combine using Six Sigma and ITIL.
Q: Any reasons why some companies avoid ITIL?
A: None that I see. Any company that's in business to provide service and products and wants to grow needs to learn how to do continual process improvement by setting standards and doing good documentation.
Even the smallest companies with few staff can implement process improvement. In many organizations several ITIL functions are done as part of a person's job. An example is a service desk manager may and often will do incident management and service level management.
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