What You'll Learn

• Perform an accurate, unbiased baseline assessment in terms of your business, organization, people, process, and technology
• Lay the ground work for a successful ITIL implementation by determining high-level business objectives and then aligning the business and IT strategies
• Develop your customized ITIL strategy
• Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision
• Determine which ITIL processes (or functions) to implement first
• Key considerations that can indicate success or failure
• Detail the plan to achieve higher quality service provision by implementing IT Service Management processes
• Specialized techniques for improving your chances of success with ITIL
• Engage management and staff to support your ITIL plans
• Verify that measurements and metrics are in place to ensure that milestones are achieved, process compliance is high, and business objectives and the level of service meet priorities
• Ensure that the momentum for quality improvement is maintained by assuring that changes become embedded in the organization

Course Outline

1. What ITIL is and is not

• Where ITIL fits
• What ITIL can and cannot do for you

2. How ITIL helps the business

• What business needs from IT
• How ITIL can help IT meet those needs

3. How to "do ITIL"

• Identify IT services which can benefit from ITIL
• Value services to determine where to start
• Measure IT services to validate improvement opportunities
• Justify projects and start working

4. Determine your ITIL implementation readiness through gap analysis

• Measure business needs
• Measure IT capabilities
• Plan for and measure ITIL improvements
• How to communicate to business and IT staff

5. Select ITIL lifecycle stage and processes to close identified gaps

• Gain ITIL buy-in and commitment from management
• Determine cost of implementation
• Create procedures and policy documents

6. Implement processes

• Manage people, process, and technology
• Manage external variables

7. Manage organizational change

• Keeping the momentum
• Measuring the effectiveness of ITIL implementation
• Appropriate timing

Classroom Dates and Locations

Date	Location Details
Nov 1 - 2, 2010	Chicago (Schaumburg), IL	Register
Nov 22 - 23, 2010	New York, NY	Register
Dec 2 - 3, 2010	Raleigh, NC	Register
Dec 29 - 30, 2010	Washington, DC	Register
Jan 3 - 4, 2011	Atlanta, GA	Register
Jan 24 - 25, 2011	Dallas, TX	Register
Jan 31 - Feb 1, 2011	Morristown, NJ	Register
Mar 28 - 29, 2011	San Jose, CA	Register
Apr 18 - 19, 2011	Washington, DC	Register
Apr 28 - 29, 2011	Chicago (Schaumburg), IL	Register
May 3 - 4, 2011	Raleigh, NC	Register
May 23 - 24, 2011	New York, NY	Register

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