Publish at Scribd or explore others: Technology service support
I finally found an embedable version of this document that was published a while back but it gives you a great overview on how to go about implementing I.T.I.L practices in your organization. The 5 step approach covers the following:
Step 1 - Process Workshops - Document existing processes.
Step 2 - Conduct a Gap Analysis - Identify where you are and where you want to be.
Step 3 - Create a Roadmap & Plan - Identify what you want to do first, prioritize, and plan.
Step 4 - Act & Measure - Establish Key Performance Indicators, Measurements, and Targets and ensure they align with the business.
Step 5 - Establish Process Governance - What are your ongoing governance policies, procedures, and activities to ensure that your ITIL implementation stays in place.
customer service 2.0 web 2.0 service delivery and support it 2.0
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