ITIL and Organizational Cultural Change

I believe that ITIL implementation or anything that changes the way you work needs a change in organizational culture. Specially in case an organization is not process oriented, then ITIL implementation in such organization demands huge cultural change.

What is culture change in an organization?

Organizational culture can be defined as a set of 'ways', 'values' and 'beliefs' that its employees has and they use these to control the way they:

• Interact with one another,
• Outside world, and
• Perform their day to day functions

A change to any of these directly impacts the day-to-day activities of the employees. This is a cultural change.

Thus, any process implementation or automation initiative results in an organizational cultural change. ITIL implementation, being a process implementation, is not an exception.

It is a human tendency to resist a change. It is embedded in the human psychology. Hence, organizational cultural change also faces a tremendous resistance from employees. The top three key factors that contribute to the overall resistance are:

1. Fear of Job Loss: It is a common perception in IT departments of organizations across the globe that their 'work' might be outsourced. Process implementation demands process adherence, a unique 'one' way of working, which further increases their fear of outsourcing.
2. My way is a better way: Every individual feels that existing way of working or the system itself is the best one. This is because they are used to the existing system and are very comfortable with it.
3. Relearning: A change would mean that the new system or 'way’ should be learned and well understood. For many of us (especially after a certain age) relearning is a difficult task.

Change in organizational culture is very important for organization’s growth. It is inevitable. A change is acceptable to any individual when its benefits outweigh the perceived troubles. Thus, a change should be properly planned; employees convinced about the benefits that it brings.

It is very important to plan organizational cultural change for an ITIL implementation initiative to be successful.

Key factors that would constitute Organizational Change strategy are:

Strategic Vision: Formulation and communication of clear strategic vision

Top management commitment: Commitment of top management is required and ‘communication’ of this commitment (following a top-down approach)

Initiation: Culture change should be started at the highest level

Organizational Re-structure: Organization restructuring should be done, if required, to support the organizational change

Control: Select ‘takers’ (those who are ready to accept change) and terminate deviants (blockers of change)

Develop sensitivity: Ethical and legal sensitivity to change should be developed.

ITIL implementation strategy should follow or encompass organizational change strategy. This will ensure that the ITIL implementation initiative is successful.