And the answer is...

In our case we don't have the resources to go for a big bang (and nor would we want to). ITIL is very much about culture change, so it isn't going to happen overnight (more like years, especially in the public sector). Harnessing the support of everyone in IT will be fundamental to the success of the implementation.

To answer my question posed on Tuesday, the service support processes identified to help eliminate our pain areas are:

1. Service Level Management
2. Review maturity of current Service Desk Function and Incident Management
3. Change Management
4. Problem Management
5. Configuration Management

It may be that we can run change and configuration concurrently, I always think they are like the chicken and the egg. You don't want to implement Configuration management with change management otherwise you have no controls over the Configuration items; but if you implement Change with the configuration then you don't have the links to what are you changing... 'A person could go mad thinking about this... (10 points to the person who knows where that is from).

There are of course a lot of things involved from the people side with awareness training and workshops, to benchmarking existing processes, to consideration of the right tools to support those processes.

My intention is to manage the implementation as a 'Programme' of distinct projects, using Prince 2 Lite as the methodology. The high level plan has been drafted, let's see what the coming week holds...

For those of you in the UK - have a good bank holiday weekend!