Prerequisites

This 2-day powerful course is designed  to enable organisations to develop their own  ‘in-house’ capabilities  for  the effectiveplanningandimplementation of IT Service Management.

The IT Infrastructure Library (ITIL) is a powerful body of knowledge that has been built over the past two decades, and organisations are increasingly looking to ITIL as a framework for continuous improvement. In their zeal to implement ITIL, however, some organisations may be expecting too much too soon from the individuals that they choose to lead the effort. ITIL contains an enormous amount of content. Even though much of that body of knowledge has informally existed in IT for years, it is not reasonable to expect an individual to master those best practices in a few days or even a few weeks.

IT management needs to ensure that the ITIL implementation plan is reasonable if it is to be successful. ITIL Foundation training is a necessary starting point for an enterprise-level ITIL project and it is possible that within a small IT organisation the implementation of ITIL best practices can be driven and accomplished after ITIL Foundation training. However, it is not reasonable to expect that an individual armed only with an ITIL Foundation certification will be capable of delivering a successful enterprise-level project.

This Planning and Implementing ITIL workshop has been designed to provide a fast-track bridge between theory and the real world.

This course is aimed at managers, consultants and staff in IT Service Management, especially those who are involved in improving and optimising IT Service Management environments or advising on ITIL.

• IT Service Management as a service organisation
• Where are we now, where do we want to be, how will we get there?
• Business case for implementing ITIL Service Lifecycle
• Promoting the value of IT Service Management
• Marketing ITIL Service Management
• The Service Lifecycle itself
• Benchmarking and Baselines
• Stakeholders and ITIL
• The Service Management and Lifecycle roadmap
• Metrics – “If you can’t measure it you can’t manage it!
• Action plan

Pre-Requisites

It is a pre-requisite that participants have knowledge of ITIL comparable to at least ITIL Foundation Certificate level.

The 5-day, ISO/IEC 20000 Service Management Masterclass is a comprehensive education package dedicated to teaching and equipping IT Managers and Consultants with the knowledge, skills, tools and experience required to become experts in the field of IT Service Management and implementing the ISO/IEC 20000 standard.

Far more than a classroom-based training course, this masterclass combines access to documentation templates, process assessment and improvement solutions, a collaborative masterclass forum and the opportunity to apply the learning objectives in your own workplace environment.

• The ISO/IEC 20000 standard in detail
• How to establish a Management System
• Documentation and template library
• Establishing and communicating a vision
• Leading people and cultural change
• Leadership and consulting skills
• Planning and implementing ISO/IEC 20000
• Performance reporting and scorecards
• Related frameworks and standards.

This course  is  aimed  at  Service Management Implementation  Leaders who  require  a  detailed understanding of  the  ISO/IEC 20000  standard, especially those responsible for or involved in the implementation and support of a Service Management System on a day-to-day basis.

This course is also ideal for those wishing to take their existing knowledge  of ITIL to a much higher and practical level.