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© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
 
   
 
Adopting ITIL Framework 
 
By Vinayak Ghadi 
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
 
 
Adopting ITIL Framework 
 
 
Contents 
1.  Who should read this paper? ................................................................................................................ 3 
2.  Do we know about ITIL framework? ..................................................................................................... 3 
3.  Key Adoption Challenges ...................................................................................................................... 6 
4.  How do we prepare ourselves? ............................................................................................................ 7 
5.  Basic Adoption Model ........................................................................................................................... 9 
6.  Benefits of framework Adoption ........................................................................................................ 10 
7.  Solutions.............................................................................................................................................. 11 
8.  References .......................................................................................................................................... 11 
9.  About Happiest Minds ........................................................................... Error! Bookmark not defined. 
 
 
 
 
 
 
 
 
 
 
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
In the chase between lion and deer….Many time deer wins….. 
Because lion runs for food & deer for life. 
Remember; “Purpose is more important than need”… 
 
 
1. Who should read this paper? 
 
This white paper is targeted towards people and enterprises intending to adopt best practices 
model for their IT Service management or people who are desperately striving to improvise their 
service model and want to drive their successes with proven methodologies in period to come.    
 
 
2. Do we know about ITIL framework? 
 
Information Technology Infrastructure Library (ITIL) is most popular framework for IT service 
management in fact for many businesses it is the basis for IT service improvement which talks about 
service management as a practice and in detail about service lifecycle. Good practices are best 
practices which have gained wide acceptance and adoption. In short, Good Practices have withstood 
the test of time like ITIL. 
 
The core of ITIL The core of ITIL is structured around a Service Lifecycle which consists of the five 
phases shown in the illustration below. The Service Lifecycle organizes activity around services as 
the services move from concept through the live environment and into retirement or keep 
improvising. The ITIL ‘core’ documentation consists of five volumes representing each of the phases 
of the Service Lifecycle 
 
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© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
For putting a new Service Architecture into practice which aligns to the ITIL framework Service 
Transition would affect the services in operation and change management at most as it counts for 
relatively good amount of risk and service disruption. 
2.4Service Operation:Effectiveness and efficiency of the service delivered and support to ensure 
the value to the stakeholder depends upon the practices in the management of service operations.  
Service operation deals with proper delivery of services and its maintenance through various processes 
like incident, problem, and Event management. It’s about keeping all the services in a healthy state and 
delivering value to the service with agreed and achievable Service levels.  
2.5 Continual Service Improvement: This publication emphasizes on improvement of 
processes in order to deliver value to the customers with better design and transition and measuring 
scope for continuous improvement. 
IT Service Management organizations can be structured as per the ITIL® recommendations, which 
defines its scope based on four major functions (Service Desk, Technical Management, Application 
Management, and IT Operations Management).It also attributes its importance for standard roles to any 
task and activity for good ITSM effort. 
 
Lifecycle Phase   Processes  
Service Strategy   Service Strategy  
Service Portfolio Management  
Demand Management  
Financial Management  
Service Design   Service Catalogue Management  
Service Level Management  
Availability Management  
Capacity Management  
Service Continuity Management  
IT Security Management  
Supplier Management  
Service Transition   Change Management  
Service Asset and Configuration Management  
Release and Deployment Management  
Transition Planning and Support  
Service Validation and Testing  
Evaluation  
Knowledge Management  
Service Operation   Incident Management  
Problem Management  
Event Management  
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
Service Request Fulfilment  
Access Management  
 
Continual Service Improvement   The Seven Step Improvement Process  
Processes defined in each lifecycle 
Processes listed above under all the lifecycles are important and they all are interrelated with their 
measurable purposes, All processes are bind together with continual Service Improvement .ITIL stresses 
on improvising the available processes with best practices and with need. 
 
3. Key Adoption Challenges 
 
3.1.Understanding your own environment  
 
Many enterprises wanting to adapt to best practices need to understand the requirement and 
importance for it.They need to answer questions like  
Do we really need ITIL? If yes how it is going to help us? 
What impact it will have on our in‐house processes which are in practice? 
Are we going to achieve detailed and measurable outcome? 
Can we map our enterprise vision into procedural roadmap to achieve it?  
Will that guarantee us ROI (Return on Investment)? 
Are we  prepared to  put  RACI model in practice which emphasizes on  Responsibility, Accountability, 
Consulting and Transparency in every function? 
 
After evaluating all those questions and assessing and analyzing the present infrastructure’s readiness 
one can opt for ITIL processes implementation into their environment.  
 
At  Happiest  Minds  I  have  seen  the  efforts  to  make  existing  environment  more  cohesive  for  the 
standard practices implementation, At IMSS department I have seen people being trained on ITIL and 
getting  them  certified,  Building  NOC‐SOC  facility  aligning  with  standard  practices,  putting  standard 
policies and practices in place, Defining SLA’s  for internal IT service desk, Mapping organizations goals 
into practices of business unit with measurable outputs , Documenting all the processes and defining 
roles  and  responsibilities  of  all  concerned  ,  Evaluating  the  archived  targets  and  planning  for 
improvements based on the evaluation results and feedback etc.    
 
 
 
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
3.2.Interdependencies  
 
ITIL emphasizes more on People as they can be either service providers , service enablers or consumers 
of the service, Training people based on the role and requirements is the key for success. 
Processesanother important factor which has impact on success on any framework, Processes need to 
be defined precisely aligning with business needs and should be measurable. Technologyis morekey 
factor which enables all the measurable to be more efficient and effective. Various tools and service 
delivery platforms play important role in service delivery and improvements of the same.  
 
 
 
Hence understanding these dependencies and making them more adaptive is the key for successful 
adoption of the framework, yes we need to believe in rule: Adapt Improvise and Overcome. In other 
words it’s all about implementing new processes which would bring value to the business in long run 
and putting the processes in operation and trying to optimize the value to the business through cycle of 
Implement, Operate, and Optimize. 
 
 
4. How do we prepare ourselves? 
 
We need to understand that it’s not about adopting the ITIL as a standard but improving the business 
hence it’s all about using it with a level of resources and commitment to adopt.IT has to be seen as 
deliverable service which can be optimized as per business demands. It needs business support from top 
level. Planning, measurement and improvement with existing infrastructure and striving for 
improvement.  
Important factors like top level management support, Technology usage and availability, training of the 
resources will play lead role in preparation of the environment adaptable to the ITIL framework. 
Technology 
People
Process
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
 
 
Crucial differentiators for ITIL Adoption 
4.1 Business Support: Top management support is one of the key elements in implementing any 
project, a detailed vision supporting your adaption of best practices as necessary funding is required for 
training, infrastructure build and tools availability.This has to be done with respect to the compliance 
policies and communication activities would be efficient with proper approval. 
4.2 Training & building knowledge database:Training all the stakeholders involved and make 
them  understand  the  ITIL  processes  and  work  together  to  for  smoother  implementation,  Processes 
would evolve with greater accuracy with proper cooperation .Proper documentation of every process 
with understandable guidelines for each function and processes in turn create reliable knowledge base 
over the period of time. 
4.3  Process  Implementation  and  Technology:Initial  analysis  of  the  existing  processes, 
implemented  policies,  impacting  issues  have  to  be  analyzed.Prioritising  the  activities  upon  their 
criticality  and  urgency  and  defining  service  levels  and  their  dependencies  has  to  be  carried  out. 
Supporting  vendors  their  support  framework  impacts  the  implementation  process.  Monitoring  the 
infrastructure needs various tools as well service desks to make it happen. 
4.4 Change management:Adoption of any framework would result in major change on enterprise 
level  as  it  is  not  just  technology  change  but  organizational  culture  acceptance  and  would  influence 
change management to a large extent. 
Change management practices in place would have to be reevaluated and make them effective enablers 
for  smooth  transition  of  new  or  best  processes  which  can  bring  in  value  to  the  business  with  lesser 
impact and proper fallback plans in hand to avoid service disruption and discontinuity. 
 
 
 
 
 
 
 
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
5. Basic Adoption Model 
 
Basic adoption model for ITIL for any enterprise would start with building service strategy which help 
analyzing the existing infrastructure set up, reviewing policies in place, training people, documenting the 
processes and planning for the measurable targets aligned with enterprise vision.  
Service design ensures that defined objectives or vision under service strategy is actually mapped to 
service portfolios. Managing the built processes and IT infrastructure with agreed service levels through 
service operation defined policies .Support and monitoring includes setting up service desk for all 
problem, incident and change management to maintain service availability. Asset management helped 
by configuration management helps tracking the resources. 
 
 
 
 
 
 
 
 
 
 
                                                                             Basic Adoption Model 
 
 
Above figure describes the interrelated processes and function for basic ITIL adoption in a very simple 
way stressing assessing and improvising the current processes and continuously planning for 
improvements based upon feedback and necessary business requirements. 
Plan the service according to the business need which caters to the strategy and build the service with 
defined processes with service levels helping to maintain the balance of disruptions, and then manage 
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
those services with proper support and monitoring; keeping eye on improving the services with better 
tools and changing business needs. 
 
 
6. Benefits of framework Adoption 
 
Though ITIL’s goal is to provide structured and flexible guidelines for establishing governance standards 
around IT service management. It helps achieve higher user satisfaction, optimized resource utilization; 
helps understand and manage service levels, Improves ability to manage change, measurable user 
satisfaction but few people find it more prescriptive ,too lengthy to implement ,needs training and 
relatively slow return on investment . 
 
Few of the benefits are listed as below. 
• Improved resource utilization 
• Infrastructure management becomes smooth 
• Providing services meeting business, customer and user demands 
• Unified management tools, technology and people 
• Best practices for Project and vendor management  
• Ownership and Increased accountability on assets and documented processes 
• Operational visibility and proactive control can be enforced 
• Business continuity management becomes easier 
• Improved control and transparency 
• Increased alignment between business and IT 
• Measuring performance and efficiency improvises 
• Better understanding and improved ability to manage change 
 
 
 
 
 
 
 
 
 
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
7. Solutions 
 
One example for ITIL adaptable service delivery platform is Happiest Minds VIGIL :  An Integrated service 
delivery  platform  which  has  been  designed  and  evolves  around    ITIL  framework  with  capabilities  for 
Infrastructure monitoring , Service management , Remote desktop and SIEM service capability offerings. 
 
It enables best practices in service delivery which is designed keeping integration and automation of 
best  practices  in  mind;  it  is  adaptable  and  flexible  and  can  be  integrated  with  most  service 
managementtools.  Enabling  the  services  under  organization  adherent  to  defined  guidelines, 
organizations processes Policies, regulations applied to them and creating value to the business.  
 
 
8. References 
 
1. ITIL Adoption Model based on TAM : http://www.ipedr.com/vol5/no1/8‐H00038.pdf 
2. ITIL Adoption: 5 Steps That Can Help With Successhttp://blogs.forrester.com/stephen_mann/12‐
02‐01‐itil_adoption_5_steps_that_can_help_with_success 
3. ITIL® Adoption –the Challenges by Markus Bause, Director SERVIEW GmbHWritten by Kate Winter 
4. Happiest Minds VIGIL Service Delivery Platform http://www.happiestminds.com/service‐delivery‐
platform 
5. ITIL Benefits and Barriers to Successhttp://www.computereconomics.com/article.cfm?id=1433 
6. Top 20 (OK, 50) ITIL Adoption Mistakesby Stephen 
Mannhttp://blogs.forrester.com/stephen_mann/11‐08‐26‐top_20_ok_50_itil_adoption_mistakes 
 
 
 
   
 
© Happiest Minds Technologies Pvt. Ltd. All Rights Reserved 
To learn more about the Happiest Minds Customer ExperienceOfferings, please 
write to us atbusiness@happiestminds.com 
 
 
9. About Happiest Minds 
 
Happiest Minds is a next‐generation IT services company helping clients differentiate and win with a unique blend 
of innovative solutions and services based on the core technology pillars of cloud computing, social computing,
mobility and analytics.We combine an unparalleled experience, comprehensive capabilities  in  the  following 
industries: Retail, Media, CPG, Manufacturing, Banking and Financial services, Travel and Hospitality and Hi-Tech
with pragmatic, forward-thinking advisory capabilities for the world’s top businesses, governments and
organizations. Founded in 2011, Happiest Minds is privately held with headquarters in Bangalore, India and offices 
in the USA and UK.  
 
Corporate Office 
Happiest Minds Technologies Pvt. Ltd. 
Block II, Velankani Tech Park 
43 Electronics City 
Hosur Road, Bangalore 560100, INDIA 
 
Phone: +91 80 332 03333 
Fax: +91 80 332 03000 
 
United States 
116 Village Boulevard, Suite 200 
Princeton, New Jersey, 08540 
Phone:+1 609 951 2296 
 
2018 156th Avenue NE #224 
Bellevue, WA 98007 
 
United Kingdom 
200 Brook Drive, Green Park, Reading 
Berkshire, RG2 6UB 
Phone: +44 11892 56072 
Fax: + 44 11892 56073 
 
 
About the author 
Vinayak Ghadi 
(Vinayak.ghadi@happiestminds.com) is an 
Engineer at Happiest Minds Technologies, 
IMSS department works for cloud practices. 
Has a degree in Electronics and 
Communications, An ITIL v3 certified 
professional with hands on experience on 
Service Delivery tools like Maximo, Service 
Center, Microsoft System Center tools, 
Windows server, Active directory, VMware 
etc. With experience in IT Infrastructure 
monitoring and Service desk, maintenance, 
troubleshooting. 
 

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