Implementing ITIL® - Course Content
A. Plan
1. Overview of the basic concepts of IT Service
- Management and organisational change
2. High level IT Service Management Project Overview
- Establishing a shared IT Service Management vision
- Assessment of current maturity/capability for people, processes and technology
- Using the Assessment Maturity/Capability Model
- Development of an IT Service Management Roadmap
- Critical Success Factors
3. Developing a 'Winning' Business Case
- Business case components
- Typical Benefits of an IT Service Management project
4. Cultural and Organisational Change Issues
- The key principles of organisational change
- Why it is important
- Service culture barriers
- Management versus Leadership
- Core qualities of an IT Service Manager
- Dealing with resistance
B. Implement
1. Define the Project Approach
- Implementation framework
- Process reengineering
- Organisational alignment
2. Implementation Planning
- Setting up the project structure
- Process design
- Tool evaluation and selection
- Five key steps to implement a process
3. Executing the Project
- Leadership and governance
- Success factors
4. Organisational Alignment
- IT Service Management organisation
- Processes and departments
- Process ownership
- ARCI Matrix
C. Maintain and Improve
1. Manage the ongoing operation of the IT Services organisation
2. Creating a cycle of continuous improvement
3. How to develop a Service Improvement Program
