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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 maximise business value
- Leverage ongoing short-term wins to align stakeholder expectations with IT service delivery
- Create momentum to foster long-term success
Course BenefitsMore than ever, organisations 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 organisation that supports and complements ITIL best practices. You apply a strategic approach to formulating an ITIL roadmap for successful organisational transformation while delivering an effective and efficient service to your key stakeholders.
Who Should AttendAnyone 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 CourseWorkshops provide you with practical experience adopting ITIL best practice techniques through the use of a comprehensive case study. Assignments and activities include:
- Performing a SWOT analysis
- Creating a collaborative mission statement
- Recognising and applying Kotter's 8 Steps
- Developing a RACI model and aligning job descriptions
- Undertaking a gap analysis and identifying short-term wins
Course ContentIntroduction
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 Organisational 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 maximise productivity
- Verifying the methods and process of grouping
- Allocating implementation priorities
Optimising the Organisational Structure
Enhancing business value
- Examining key departmental attributes
- Compiling a RACI matrix to identify roles and responsibilities
- Recruiting and selecting staff to optimise service delivery
- Safeguarding organisational 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
- Organisational 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 recognising 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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