ZIFFPAGE TITLEHow to Get Support

By Anna Maria Virzi  |  Posted 2006-07-31 Print this article 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).

for an ITIL Project">

How to Get Support for an ITIL Project

Q: How can a technology manager win business support for ITIL?


  • Have awareness and communications campaigns.
  • Provide overview training for management and employees, even an hour at the start.
  • Train key change agent(s) who will start and lead the implementations, then train the others
  • Show them by inviting them to itSMF USA local interest group meetings so they can network with their peers to learn what and how others are doing ITIL implementations

    Q: What are some metrics that companies collect and analyze once they've adopted ITIL, which they may not have collected before?


  • The number of incidents that became problems
  • How end-to-end process ties through reports so you can see the true issues
  • The number of changes that were not approved, each quarter, and why
  • The number of times that service level agreements were not met and why
  • The cost of the last downtime
  • The cost of existing services, including the cost of removing or adding a service
  • The number of incidents and/or problems reported after a change was made

    Q: What size investment does a company typically have to make to adopt ITIL?

    A: As little as $15,000 will get you started. That would cover, for example, sending a few key employees for an ITIL Foundation (a certificate program to become familiar with ITIL basics) and at least one employee to an ITIL Managers' course (a certificate program to become proficient in ITIL).

    You can make it the service desk manager's job to start an ITIL implementation. And you don't need any software to start. At Mystic Lake Casino Hotel, we started with only the cost of a Foundations' course. And I paid for the ITIL Manager's course myself. And we sent all I.T. management to free ITIL overviews by vendors and sponsors.

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    Executive Editor
    Anna Maria was assistant managing editor Forbes.com. She held the posts of news editor and executive editor at Internet World magazine and was city editor and Washington correspondent for the Connecticut Post, a daily newspaper in Bridgeport. Anna Maria has a B.A. from the University of Rhode Island.

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