Overview

This intensive 2-day instructor led workshop is suitable for anyone who is involved in deciding whether to implement ITIL® in an organisation, managing the actual implementation, or validating the on-going efficiency and effectiveness of an implementation. 

It provides participants with detailed examples of how to:

• Determine whether ITIL® is appropriate to an organisation (or what parts of ITIL® are appropriate) by undertaking maturity assessments.
• Develop the required justifications and associated business case for implementation.
• Establish the implementation project to manage implementation within a framework of Continual Service Improvement
• Build a project plan for the implementation of the key processes (e.g. Incident and Problem Management).
• Understand the dependencies and interrelationships between the processes to ensure a successful implementation.
• To undertake post implementation audits to ensure the on-going efficiency and effectiveness of ITIL® within the organisation.

 
Key Learning Objectives
 
Attendance on this workshop will enable participants to:

• Understand the various techniques for evaluating the appropriateness of ITIL® to an organisation.
• Develop a valid business case (with costing) for the implementation of ITIL®.
• Build a Project Plan for the implementation, which works within the framework of a Continuous Service Improvement Model.
• Understand the implementation requirements of the key ITIL® processes (dependencies, Critical Success Factors etc).
• Develop Key Performance Indicators for the key ITIL® processes
• Define the roles and responsibilities of the Process Owners.
• Build audit procedures to check the on-going efficiency and effectiveness of ITIL® within the organisation.

Who will benefit?

This workshop is suitable for anyone responsible for evaluating and managing the implementation of ITIL® within the organisation.
 
It is a non-technical and is suitable for any staff whose need to be aware of the issues involved in the implementation of ITIL®.

It will be useful for those who have responsibility for the engagement and management of internal and external consultants who are involved in the implementation of ITIL®.

Although there are no formal prerequisites it is envisaged that the delegates should have at least a basic awareness of the IT Infrastructure Library.
  
Content

The Core Content includes:

• Key ITIL® Principles
• The Continual Service Improvement Model
• The Deming Cycle
• Pre implementation Maturity Audits
• Content
• Individual key processes
• Service Desk / Incident Management /problem Management
• Change Management / Release Management
• Configuration Management
• Service Level Management
• The Business Case
• Building the rationale
• Costs per process
• How to quantify tangible benefits per process
• Developing an Implementation Plan
• Resources
• Timescales
• Risks
• Dependencies
• For individual key Processes
• Service Desk / Incident Management /problem Management
• Change Management / Release Management
• Configuration Management
• Service Level Management
• Ensuring on-going validity of ITIL® within the organisation
• Post implementation on-going audits
• Key Performance Indicators
• Role of Process Owner
• Building momentum

Please Note. This workshop can also be provided as on on-demand ‘in-house’ course, where (if required) the content can be tailored to meet any specific requirements you may have. For example, should you wish to concentrate this course on the introduction of certain processes, this can be accommodated.

See the course location and schedule page to book your place on this course.