ITIL Service Management: Planning to Implement IT Service Management (2 day)

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Course Overview

The objective of this course is to give delegates the necessary skills and techniques to enable them to improve IT service provision, and / or to support moving towards BS15000 (ISO20000) compliance. This workshop is based on, and supplements, the IT Infrastructure Library. At the current time there is no formal qualification for this course. Delegates attending this course will receive their own copy of the latest "Planning to Implement IT Service Management". This book will be used throughout the course and will prove invaluable when implementing and / or managing Service Delivery disciplines in the work place.

Audience

This intensive workshop is intended for Service Management Consultants (internal or external), Programme Managers and Line Managers with responsibility for increasing the efficiency and effectiveness of IT Support and Delivery processes within their organisation.

Skills Gained

On successful completion of the course participants will be able to:

• Describe a method for managing a Continuous Service Improvement Programme to either implement or improve current implementation of Service Management processes.
• Develop visions and objectives for Service Management improvement programmes, and know appropriate vehicles for communicating these within their organisation.
• Assess current performance to the vision and perform gap assessment in order to plan the most appropriate actions to meet goals.
• Prove through successful measurement that objectives and improvements have been made.
• Ensure the on-going success of the organisations IT Service Management implementation through continuous review and alignment with the Business.

Examinations

N/A

Prerequisites

Attendees must have five years relevant IT experience and have passed the Foundation Certificate in IT Service Management. Delegates must also have experience of implementing projects, particularly process and cultural change processes.

Course Outline

The course will be delivered using a number of techniques:

• Formal lecturing.
• Group discussions.
• Syndicate discussions and presentations.
• Individual exercises.

Setting the Vision

• Creating the Service Management vision
• Communicating the vision
• Setting the direction

Assessing Current Performance

• Maturity of Organisation
• Stakeholder Values
• Benchmarking
• Service Management Process Maturity
• Culture, People, Process, Tools

Setting Objectives

• The Business case of Implementing Service Management
• Identifying and Managing Risks
• Gap Assessments
• Planning for Quick Wins
• Setting goals in relation to Stakeholder needs
• Setting expectations
• Review

How to Meet Objectives

• Awareness
• Managing Organisational Change
• Managing Cultural Change
• Roles for Implementation
• Training
• Use of Tools

How to Check that Objectives have been Met

• Critical Success Factors
• Key Performance Indicators
• Organisational Drivers

How to Keep the Momentum Going

• Institutionalise the Change
• Ongoing Monitoring and Process Reviews
• Continuous Alignment of IT with the Business

ITIL Service Management: Planning to Implement IT Service Management (2 day) / CM030320