This “how to” workshop is
designed to teach IT executives and senior-level
managers the skills they need to achieve ITIL
success. Highlights of the program include reviewing
case studies from across the world to better
understand what others have done to define, document
and obtain a return on investment from ITIL.
Course Outline
Day 1
ITIL Landscape
Transforming IT -
Linking IT to the Value Chain
Translating ITIL
Terms into Common English and Mapping
ITIL Processes to Business Objectives
and Functions
Success Traits
Exploring why
two-thirds of those who examine ITIL
have had successful implementations
Debunking popular
ITIL “urban legends”
Managing for Success
Establishing the
Framework for ITIL Process
Implementation
Understanding Related
Best Practices
Communicating Success
Preparing for the
Project Plan
Learning How to
Communicate
Successful Process
Establishment
Process Planning and
Implementation Concepts
Setting the Stage for
Successful Process Implementation
Day 2
Assessing Success
Answering the
Question “Where are we now?”
Measuring Success
An Adaptable Method
for Developing Goals & Supporting
Metrics
Setting the Stage for
Successful Process Management and
Optimization
Assuring Success
Assuring Success by
Managing Process Quality
Underpinning Success
Structuring Internal
IT Support
Setting the Stage for
ITIL Process Integration
Planning for Success
Create your own ITIL
implementation “road map for success”
Who Should Attend
IT executives, process owners,
project managers, process implementation team and
managers responsible for the successful
implementation of ITIL processes.
Prerequisites
None
Exam
None
Reference Material
Each student will receive a
workbook. Other ITIL-related study material and
books are available for purchase prior to, or
during, the class.
