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Putting ITIL^® into Practice:
A Roadmap for Transformation

Course 3811 • 3 Days

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You Will Learn How To

Build a roadmap for a successful ITIL transformation
Foster a culture of continual improvement for people, processes, technology and suppliers
Adopt strategic techniques and methods to assist in successful implementation
Configure and map processes to maximize business value
Leverage ongoing short-term wins to align stakeholder expectations with IT service delivery
Create momentum to foster long-term success

Course Benefits

More than ever, organizations depend on IT and need to effectively manage and run IT processes and functions. This course identifies a structured and logical method for building an effective organization that supports and complements ITIL best practices. You apply a strategic approach to formulating an ITIL roadmap for successful organizational transformation while delivering an effective and efficient service to your key stakeholders.

Who Should Attend

Anyone who would like to participate in ITIL implementation, including service or process owners, project sponsors, supervisors, managers or consultants. Knowledge of ITIL at the level of Course 1197, "Achieving ITIL Foundation Certification," is assumed. This is a noncertification course.

Workshop Course

Workshops provide you with practical experienceadopting ITIL best practice techniques throughthe use of a comprehensive case study. Assignments and activities include:

Performing a SWOT analysis
Creating a collaborative mission statement
Recognizing and applying Kotter's 8 Steps
Developing a RACI model and aligning job descriptions
Undertaking a gap analysis and identifying short-term wins

Course 3811 Content

Introduction

Overview of ITIL

Defining IT services
Benefits of adopting ITIL

Continual service improvement (CSI) framework

Interpreting and achieving business value through the right mix: people, process, technology and suppliers
Aligning business and IT with the CSI model
Steering the transformation using the Deming cycle

Building an Organizational Roadmap

Identifying transformation challenges

Assessing threats to implementation
Incorporating Kotter's 8 Steps to avoid common pitfalls
Applying the 80/20 rule
Driving a strategic vision through creating a collaborative mission statement

Steering the process with project management principles

The benefits of a structured approach
Mapping stakeholders for effective resource management
Scoping the project to address risks and issues
Effective budgetary control to balance quality and cost

Securing buy-in

Managing and reinforcing stakeholder expectations
Empowering your staff to positively impact the change

Configuring the ITIL Environment

Formulating the build of implementation

Concepts of task identification
Adopting methods and techniques to identify ITIL vs. non-ITIL prerequisites
Aligning and managing the departmental boundaries

Process mapping

The five key process questions
Maintaining processes: activities and work instructions

Shaping the implementation

Clustering tasks to maximize productivity
Verifying the methods and process of grouping
Allocating implementation priorities

Optimizing the Organizational Structure

Enhancing business value

Examining key departmental attributes
Compiling a RACI matrix to identify roles and responsibilities
Recruiting and selecting staff to optimize service delivery
Safeguarding organizational knowledge
The benefits of a learning environment

Leveraging technology

Assessing the advantages and challenges of tool integration
Considerations for effective tool selection

Managing the Implementation Process

Consolidating support strategies

Organizationl types
Available support
Communication
Technology
Funding
Training
Rewards

Achieving the right mix of short-term wins

Producing short-term wins for creating positive visibility and continued commitment
Selection methods and approaches

Securing Momentum for Long-Term Success

The key ingredients: people, process, technology and suppliers

Avoiding the Doom Loop
Managing expectations by recognizing the Silver Bullet lifecycle
Adopting Kirkpatrick's four levels of evaluation
Performing benchmarking and gap analysis
Proactive security governance
Benefits and challenges of sharing services

Monitoring and control

Managing customer perception for continued success
Applying ongoing metrics, measurements and reporting
Creating balanced scorecards
Adopting health checks
Incorporating tool development and support

Exploring complementary frameworks

CobiT^®
Six Sigma
ISO 20000

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