Core Implementation of ITIL Processes
Starting core ITIL implementation in projects with all ten ITIL processes simultaneously is not a good idea. The best practice is to implement processes where not much change is required first, and progress toward tougher changes.
The goal of incident management being to restore normal operation as quickly as possible to clients, this process is the foundation on which many of the other processes depend and hence, usually the first process to work with. Most organizations effect changes in problem management, configuration management, and change management next, before moving on to other processes.
Whatever the priority, a project plan is imperative to implement ITIL. Formal project management methodologies compatible with ITIL include PRINCE2, Projects in Controlled Environments, and the Project Success System from Young, Clark, and Associates (YCA). A good project plan should allow for the development of multiple drafts of deliverables and several checkpoints for reviews.
One best practices crucial to ITIL implementation projects is detailed documentation that will track the options considered to reach decisions. Over time, people will still adhere to the decisions, but will forget the reasons for such decisions and will try to reinvent the wheel. Detailed documentation of minutes becomes a valuable component of the project’s knowledge base and helps to reduce project thrashing, bringing new team members up to speed quickly.