ITIL Service Implementation Report: Maturity Model and CSI Framework

This report analyzes ITIL service implementation, focusing on the maturity of an organization (HMRC) in adopting ITIL processes. It explores the value ITIL service transition provides to a business, highlighting the benefits of change management and stakeholder engagement. The report includes a service improvement plan template, outlining areas for improvement, timelines, and measures taken. It also discusses the role of Continual Service Improvement (CSI) as a leadership element in guiding organizations through change management, emphasizing the importance of reviewing reports and measuring key organizational aspects. References to relevant literature are also included to support the analysis.

Running head: ITIL SERVICES IMPLEMENTATION
ITIL SERVICES IMPLEMENTATION
Name of the Student
Name of the university
Author note

1ITIL SERVICE IMPLEMENTATION
1) Maturity of HMRC in implementing changes
Maturity of an organization can be detected by analyzing to what extent it has been
able to follow the various processes in ITIL life cycle. ITIL is defined as a measure of
effectiveness, reliability along with efficiency of implementing changes within any
organization. The maturity of HMRC can be well understood from their approach which
considered time as the main resource. In order to aid the set goals of the project the
organization undertook an ITIL Capability Maturity Model (Uhl and Gollenia 2016). The
results of the same encouraged the workforce as it was clear that there organization was ready
to welcome the Enterprise release changes. HMRC had collaborated with Aspire to step in for
Change Advisory Board and this was to be done a week before the implementation of the
change. Each of the IT services had their individual Change Advisory Board early.
2) Does implementing ITIL service transition processes provide value to the business?
By implementing ITIL services HMRC could add value to the customer’s services at
the same time securing the operations of the company at the stage of Service Operation as
well. ITIL helped the organization in developing the vision and strategy of the business. The
existing services of the company could be updated and redefined through this (Lema, Calvo‐
Manzano, Colomo‐Palacios and Arcilla 2015). HMRC deals in many IT services and thus has
to work with technical equipments, software as well as many other tools. In this case ITIL
can help the organization by managing the technologies within its premises. It was a
challenge for the company to upgrade all the interconnected IT services but it was successful
in this through detailed consultation as well as communication strategy (Orzen and Bell
2016). The detailed consultation along with the communication strategy helped the
organization to engage with the stakeholders at the same time achieving full support from the
IT suppliers as well as the HMRC business members.

2ITIL SERVICE IMPLEMENTATION
3) Template for service improvement plan relating to ITIL framework.
Area of
improvement
Items to be
improved
Time
required
Measures
taken
IT related
financial
legislation
Existing financial
legislations to be
replaced by new
ones.
1-3 month Improving the
user functions
and aligning to
new financial
regulations.
IT spend Reduction in the
IT spends.
4-6 month Updating
technology.
Legacy
service
Decommissionin
g the existing
legacy service.
7-9 month A new
payments
engine was
implemented
to disable the
legacy service.
ISO
certifications
Enhancing the
ISO certifications
10-12 month Aligned itself
to ISO20000
and ISO27001
IT standard.
Table 1: Service improvement plan template
The content in the template is appropriate as this provides a clear view about what needs to
be changed and what are the measures taken to do the same. It also includes the time of the
work to be done.

3ITIL SERVICE IMPLEMENTATION
4) Is CSI about leadership- give an appropriate explanation?
Any organization wanting to implement ITIL processes is confused about the fact that
is where it should start the work from. In this case, Continual Service Improvement can be of
great help as it will act a proper guide. The organization can create a continual improvement
register which will help in comparing the cost as well as benefits at the same time picking up
improvements which offer better return on investment (Mahy, Ouzzif and Bouragba 2016). It
helps in reviewing the reports that are created and ensures that the things that matter to the
organization are being measured properly. Thus CSI can be said to be about leadership as it
guides an organization through change management.

4ITIL SERVICE IMPLEMENTATION
References
Lema, L., Calvo‐Manzano, J.A., Colomo‐Palacios, R. and Arcilla, M., 2015. ITIL in small to
medium‐sized enterprises software companies: towards an implementation sequence. Journal
of software: evolution and process, 27(8), pp.528-538.
Mahy, Y., Ouzzif, M. and Bouragba, K., 2016, November. Supporting ITIL processes
implementation using business process management systems. In 2016 Third International
Conference on Systems of Collaboration (SysCo) (pp. 1-4). IEEE.
Orzen, M.A. and Bell, S.C., 2016. Lean IT: Enabling and sustaining your lean
transformation. Productivity Press.
Uhl, A. and Gollenia, L.A. eds., 2016. A handbook of business transformation management
methodology. Routledge.