Jan 07

Importance of ITIL For Essex County Council


Essex County Council is England’s second largest local authority. The Council has used ITIL to improve IT security and make IT work for the local authority.

Their ITIL journey started in early 2012, following an IT modernization program that started towards the end of 2011 after David Wilde took over as its chief information officer. Wilde had previously worked for the united kingdom government and was involved within the early design and creation of ITIL.

In 2011, the council set five objectives for IT to focus on speed up login time, to enable staff to work from anywhere, to apply secure working practices underpinned by the ISO 27001 security kitemark, to manage forward planning, and eventually , Wilde hoped the program would improve the long-term skills of the workforce. The ITIL program was a part of a broader review of the council’s IT function, including a review of the IT team.

Along with ITIL, Essex ran a parallel work stream to vary customer experience and governance.
ITIL Process Owners are trained to intermediate level and therefore the whole department has been trained to a minimum of foundation level. Ensuring most are trained to foundation level has really helped to realize momentum and increase awareness and understanding.

The Service Management team have also completed ‘what ITIL seems like in practice’ sessions so people who have completed the formal training can then easily see how we already follow the ITIL processes and their roles and responsibilities as a part of this.

Started with less, tried to implement all the processes all at once without really realizing that it is a journey, and we underestimated the dependencies between the processes. Start with less and build from there ensured the method owners those bringing it to life had the time and space to require within the theory and apply it, allowing time to create confidence and knowledge. Then, encouraging them to teach the method managers and practitioners to achieve buy-in. It is very difficult to adopt ITIL without the right people involved ’making it real’ is key

Most Proud Achievements:
They have identified the KPIs that were important in regaining the trust of the customers and focused on getting those KPIs from red to green. There was 30% improvement in their KPIs since the adoption of ITIL. The biggest improvement was Standard Service Requests delivered within target, which were formally at just was 32%, and are now at 86%, and we have had a 25% reduction in Major Incidents

Awareness and ITIL education when people come from their ITIL foundation training and may understand and see how ITIL is adopted in ECC and the way it all fits together.

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