Overview
This 1 day in-house briefing 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.
- Establish the implementation project to manage implementation within a framework of Continual Service Improvement.
- To undertake post implementation audits to ensure the on-going efficiency and effectiveness of ITIL® within the organisation.
Key Learning Objectives
Attendance on this in-house briefing will enable participants to:
- Understand the various techniques for evaluating the appropriateness of ITIL® to an organisation
- Understand the implementation requirements of the key ITIL® processes (dependencies, Critical Success Factors etc).
- Develop Key Performance Indicators for the key ITIL® processes
Who will benefit?
This in-house briefing 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
- Pre implementation Maturity Audits
- 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
- Ensuring on-going validity of ITIL® within the organisation
- Post implementation on-going audits
- Key Performance Indicators
- Role of Process Owner
- Building momentum
Prices
To discuss prices for the provision of this in-house Briefing for your organisation please contact us at enquiries@e-quant.co.uk
