EDUCAUSE 2008 was hosted in Orlando, FL from Tuesday, October 28 to Friday, October 31. On Tuesday, four members of Yale’s ITS department held a preconference seminar titled “Understanding ITIL and Applying It to Your Organization”. According to the presenters, this was the first pre-conference seminar to fill up! Tuesday’s preconference seminar was split into morning and afternoon sessions. In the morning session, presenters discussed the general overview of ITIL and talked about the different phases of an ITIL implementation. The afternoon session discussed ITIL concepts and organizational change. Yale distinguishes three terms: processes, procedures, and work instructions. According to the presentation, a process is a set of interrelated or interacting activities which transforms inputs into outputs. A procedure is a specified way to carry out an activity within a process, and work instructions are a detailed sequence of steps to be followed each time a task is performed. A five-step process maturity model was presented that included maturity points starting at absence, progressing through initiation, awareness, control, and integration, until reaching an optimized state. The afternoon topics shifted to approaches for implementing ITIL in your organization. An 8-step process development approach was recommended to attendees. After the presentation, we broke into groups and developed action plans for our institutions. We divided goals into immediate, short term, and long term goals for our individual ITIL implementations. In closing, the presenters reiterated that ITIL is about organizational change and that it takes 3-5 years for serious change to take place. This is a seemingly obvious statement, but it accurately captures the major difficulty associated with implementing ITIL in any organization. Individual site contributors are solely responsible for the content of this web site.
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