Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,363
CAD $2,498
Course overview
This course addresses the challenges confronting countless people who have learned the ITIL theory and are now faced with the reality of implementing what they have learned.
It is based on the extensive experience of senior ITSM professionals, who have implemented Service Management processes, tools and education programs for both the private and public sector.
This 3-day course will cover the entire implementation lifecycle, as outlined in ITIL and proven in numerous ITSM projects.
Prerequisites
Experience and knowledge of IT computing environments
ITIL Foundations training or equivalent experience
Audience
IT Managers
Project managers
Process architects
ITSM consultants
Ways to save
Save with the HP Care Pack education service offerings
An onsite dedicated training course (OST) at "your location or ours" can save you even more!
Course objectives
To create a bridge between theoretical understanding of ITIL and practical ITSM implementations
To understand the importance of aligning ITSM projects with business objectives at each phase
To provide practical examples from completed projects
To identify critical success factors of ITSM implementation
To determine how to identify and mitigate risk
To highlight reasons for failed implementations and identify measures that can reduce the risk of failure
To show how to achieve project objectives within a dynamic environment
To establish a workable sequence of process implementation (how to decide where to start, and what comes next)
To understand and manage process inter-dependencies during implementation
To be able to measure and audit the initial and ongoing success of an ITSM implementation
How to combine process, tool and education implementation
To understand how ITSM implementations can be facilitated by methodologies, standards, approaches and frameworks such as 6 Sigma, Cobit, ISO20000, HP ITSM, HP’s Alignability Process Model (APM), MOF
Next Steps
ITIL Practitioner Training
ITIL Service Manager Training
Course outline
Setting the Vision and Objectives for an ITSM project
Understanding Business strategy and objectives
Identifying and communicating with stakeholders
Choosing the right place to start
Vision and scoping techniques
Visioning and mobilization workshops
Empowerment to act on the vision
Assessing the current situation
Overview of available assessments
1st - 4th Generation Assessments
Maturity vs Compliance
Benchmarking
Conducting a self-assessment
Using the results of an assessment
Creating a framework for Change
Setting Measurable and Achievable Objectives
Creating a Business Case
Identifying and managing risk
Using assessment outputs
Defining appropriate metrics
Techniques for setting and managing objectives
GQM
SMART
CSFs
KPIs
When do you need to implement tools, processes or a combination of both?
Setting process implementation objectives
Defining tool requirements
Implementation Planning and Execution
Identifying a Project Management approach
Defining the outputs and deliverables
Management of Change
Organization
Culture
Resistance to Change
Creating a communication plan (Awareness Campaign)
How to implement processes
Process architecture
How to document processes
Roles, responsibilities and work instructions
Planning for process interdependencies
Organizational factors
Organization Structures
Aligning Job Descriptions and Role Descriptions
HR Changes
How to implement tools
Standard products
Customized products
Benchmarking and testing
Functionality vs maintainability
How to implement a combination of tools and processes
Using training and education
Implementation Tools and Techniques
Implementation Control
Ensuring compliance with the project plans
Project governance
Quality Assurance
Measuring and managing project costs
Managing changes to the project objectives and parameters
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