Implementing ITIL
Duration: 2 days
Target Audience: IT Managers and teams involved in the delivery and support of IT services who wish to gain an in-depth understanding of IT Service Management Best Practice and how to plan a successful implementation of ITIL.
Key Learning Outcomes
- Develop a working knowledge of the ITIL model, its components and how they are inter-related.
- Know the key stages in an ITIL implementation project.
- Confidently present the benefits of implementing ITIL in your organisation.
- Know what the standard problems and pitfalls are and how to address them.
- Learn how to use practical tools to assess your IT Service Management Capability.
- Measure the success of ITIL in your organisation.
- Develop your continuous service improvement plan.
Course Delivery Includes:
- Theory: Latest best practice
- Team discussions
- Individual and group exercises
- Case studies
- Technique application practice
- Personal action planning
Course Outline: Implementing ITIL for Best Practice IT Service Delivery and Service Support
DAY 1
Principles of ITIL Service Management
What is ITIL?
History of ITIL
ITIL Objectives & The Service Culture
The relationship between ITIL and BS15000 / ISO20000
ITIL Disciplines & their Interdependence
The ITIL Model
Service Delivery & Service Support
Service Management from a Customer Perspective
The 3 Tier Model for Service Level Management
Roles and Responsibilities in the Service Lifecycle
ITIL Implementation Life Cycle
Running an ITIL implementation as a project
Typical life cycle stages
The Service Management vision
Assess where you are - benchmark
Mapping where you want to be
Keeping the momentum going
The Deming Model for Continuous Improvement
DAY 2
Establishing a Business Case for ITIL in your organisation
Benefits of implementing ITIL
Aligning with strategic Business objectives
Typical Costs associated with ITIL implementation
Potential problems and pitfalls
Standard Contents for Business Case
ITIL Project Roles & Responsibilities
Who are the stakeholders?
Gaining commitment
Designing a Responsibility Matrix
What Does Success Look Like
Focusing on Customer Satisfaction
Learning & Growth
Managing the Cost of Service Delivery
Internal IT Processes
Skills, Tools & Action Planning
The path to formal certification
Tools & resources
Developing your continuous Service Improvement Plan