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The Analytical and Management Skills
 
Required for a Successful ITIL
®
 
Migration
1-800-843-8733www.learningtree.ca
©2007 Learning Tree International. All Rights Reserved.
 
T
he benets o implementing ITIL (Inormation Technology Inrastructure Library) best practices within anorganization’s IT department have become inarguable. Whether it’s high-level processes and descriptive advice ormanaging the IT inrastructure, or aligning and integrating IT with the business requirements o the enterprise,adopting ITIL best practices provides a substantial return on an organization’s human and nancial investment. What remains to be addressed, however, are the analytical and management skills that are critical to successulmigrations and, more importantly, maintaining support or the cause internally.This perspective is beginning to take hold at all levels o corporate management as refected by recent interviews—both in print and online—with CIOs, consultants and researchers alike. In act, a 2007 Gartner Research study states:
“IT is no longer a separate and distinct business activity. It’s intertwined with business process management, resourcemanagement, strategic planning and operations management. New areas of focus are evolving that are centered on business processes, business information and relationships with business peers, partners and customers.” 
Clearly, the “People”aspect o the “People, Process, Product/Technology and Partners/Suppliers” ITIL quartet hascome into its own. Recognizing that act, we believe there are three personal/business skill sets that are critical orprospective ITIL implementers: Business Analysis, Project Management and Relationship Management.Together, the three overlap to provide comprehensive, results-ocused leadership. However, to better understand how these contribute to a smoother transition, it’s important to dene each one within the context o the entire process.
Business Analysis
Business analysis skills play a key role in identiying and prioritizing the needs o the enterprise rom both theclients’ and stakeholders’ perspectives. This aids in determining solutions to business problems, building a solidbusiness case or the transition, and dening the appropriate starting point or the implementation. Areas o study that can cultivate these skills ocus on critical thinking, problem solving, strategic planning, businessprocess reengineering and statistically-oriented decision making.
Project Management
Eective project management skills drive the ITIL transition while keeping a close watch on scope, quality, time andmoney. To ensure eectiveness, it’s important to develop project management capabilities in the areas o sotwaredevelopment, scheduling, budgeting, risk assessment, project quality and team leadership. In addition, an in-depthknowledge o Microsot Project is extremely helpul, especially when managing multiple projects o high complexity.
Relationship Management
The skills that comprise successul relationship management are oten the most overlooked within the ITenvironment. They are, however, critical to ensuring a harmonious ITIL implementation. For an organization toachieve overall success, IT must reach across boundaries—both within and without the company—to maintainalignment around goals and balance competing priorities. For this, individuals need training in negotiation,assertiveness, infuencing others, personal communication and confict resolution, as well as managing theirown time and incoming inormation (to avoid potential overload).Getting the commitment to adopt ITIL best practices and processes within an organization can oten be ahard-won battle, primarily because it requires all levels o management—especially the senior level—to buy intothe long-range benets. However, once the process begins, success will be measured not only by improvementsin day-to-day operations, but also in how well the individual projects related to the migration are managed, how  well inormation is shared, and how critical internal relationships are nurtured. While ITIL training takes care o the “knowing what to do,”it’s training in the “knowing how to do”skills o businessanalysis, project management and relationship management that provide the essential keys to long-term success.
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1-800-843-8733
•
www.learningtree.ca
LEARNING TREE INTERNATIONAL
 
Position Paper
©2007 Learning Tree International. All Rights Reserved.
The Analytical and Management SkillsRequired for a Successful ITIL
TM
 
Migration
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