How to Succeed with ITIL: Executive Workshop (2 day)

ITSM400

Request this class

This “how to” workshop is designed to teach IT executives and senior-level
managers the skills they need to achieve ITSM success.  Highlights of the program
include reviewing case studies from across the world to better understand what
others have done to define, document and obtain a return on investment from ITSM.

Day 1
 
ITIL Landscape

• Transforming IT - Linking IT to the Value Chain 
• Translating ITIL Terms into Common English and Mapping ITIL Processes to Business Objectives and Functions Success Traits

Success Traits

• Exploring why two-thirds of those who examine ITIL have had successful implementations
• Debunking popular ITIL “urban legends”

Managing for Success

• Establishing the Framework for ITIL Process Implementation
• Understanding Related Best Practices

Communicating Success 

• Preparing for the Project Plan
• Learning How to Communicate
  

Successful Process Establishment 

• Process Planning and Implementation Concepts 
• Setting the Stage for Successful Process Implementation
  

Day 2
 
Assessing Success

• Answering the Question “Where are we now?”

Measuring Success 

• An Adaptable Method for Developing Goals & Supporting Metrics
• Setting the Stage for Successful Process Management and Optimization
  

Assuring Success

• Assuring Success by Managing Process Quality
  

 Underpinning Success

• Structuring Internal IT Support
• Setting the Stage for ITIL Process Integration
  

 Planning for Success 

• Create your own ITIL implementation “road map for success”
  

 
Who Should Attend:
IT executives, process owners, project managers, process implementation team and
managers responsible for the successful implementation of ITSM processes.
 
Prerequisites:
None
 
Exam:
None
 
Reference Material:
Each student will receive a workbook. Other ITSM-related study material and books
are available for purchase prior to, or during, the class.