ITIL 4: The Power of Starting Where You Are

If you’ve ever tried to overhaul an IT process, you know how overwhelming it can feel. There’s always that temptation to wipe the slate clean and build something brand new. But ITIL 4 tells us something different: Start where you are. Instead of throwing everything out, take a step back, assess what’s already working, and build from there. Let’s explore why this approach isn’t just practical—it’s powerful.

Why “Start Where You Are” Makes Sense

IT teams often inherit legacy systems, outdated processes, and a mix of tools that may not always seem ideal. But the reality is, these systems contain valuable insights, data, and functionality that can still be leveraged. Before reinventing the wheel, ITIL 4 encourages you to evaluate what you have and find ways to optimize it.

• Saves Time and Resources: Implementing a new system from scratch can be costly and time-consuming. By assessing and improving existing processes, teams can drive efficiency without unnecessary disruption.

• Reduces Risk: Sudden, large-scale changes can introduce unforeseen issues. Analyzing and refining what’s in place allows for controlled, iterative improvements.

• Builds on Strengths: There’s often more working well than you think. Identifying and reinforcing existing best practices helps maintain stability while driving progress.

  
  

A Real-World Example: Streamlining IT Support

Imagine an IT service desk struggling with long resolution times and inconsistent ticket handling. The knee-jerk reaction might be to replace the entire ticketing system. But instead of scrapping everything, the team applies “Start where you are” by:

1. Analyzing Current Performance: Looking at existing data, they discover that most delays happen during ticket escalation, not initial intake.

2. Optimizing Existing Tools: Instead of a new system, they refine the current one by automating escalations based on predefined criteria.

3. Training Staff on Best Practices: They identify knowledge gaps and provide targeted training rather than assuming the process itself is broken.

4. Gradual Process Improvements: Small, incremental updates to workflows lead to faster resolution times, better user satisfaction, and minimal disruption.

By working with what they already had, the team achieved significant improvements without a costly system overhaul.

Final Thoughts

“Start where you are” isn’t about resisting change—it’s about smart, strategic change. IT teams that take the time to assess their current processes and make incremental improvements are often more successful in driving long-term value.

So, the next time you’re faced with a broken or inefficient IT process, resist the urge to scrap it all. Instead, take a closer look—you might be closer to a solution than you think.

What IT processes are you looking to improve right now? Drop a comment and let’s discuss how you can start where you are!