Building Your ITIL Adoption Roadmap | The IT Service & Technical Support Community

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Building Your ITIL Adoption Roadmap

This course is delivered in partnership with Propoint Solutions.

A must-have course for anyone planning to adopt ITIL and for those wanting to improve an existing implementation. This high energy, hands-on course is filled with practical guidance, templates, quick wins, tips and tricks for successfully implementing ITIL best practice methodologies.

Learn how to re-engineer existing IT processes to align them with current and rapidly changing needs of the business, while increasing efficiency and reducing costs within the IT department.

Course Overview
Delivery Methods
Course Calendar

What You Will Learn

Methods to identify IT services
The ITIL Capability Maturity Model assessment for maturity of IT processes
How to develop project plans to align people, process, and technology
Metrics that validate process improvement initiatives

Who Should Attend?

Managers, Process Owners, Senior Leadership, and those stakeholders who need to gain a thorough understanding of how to successfully design, plan and rollout an IT Service Management/ITIL program in their organizations

Course Outline

Unit 1: IT Service Management Overview

The Need for ITSM
Service Management Frameworks
What Is ITIL (v2 vs. v3)
Business Benefits
Challenges
IT Service Management “Program” Roles and Responsibilities

Unit 2: The Vision

What is a Vision Statement
Why is a Vision Statement Important?
Developing a Vision Statement

Unit 3: The Assessment

Where Are We Now?
Identifying Stakeholders
Planning the Assessment

Unit 4: The Target

Developing the Report
Cost/Benefit Analysis
Prioritizing the Gaps

Unit 5: The Plan

Program Management and Project Management
The Project Team
Authority Matrix (RACI)
Challenges
Training Considerations

Unit 6: The Metrics

Developing Critical Success Factors
Developing Key Performance Indicators
Developing Metrics
Metrics Reporting Considerations – Snapshot and Trending

Unit 7: Keeping the Momentum

Demonstrating Progress
The Challenges to Momentum
The Communications Plan

Calendar

Virtual Classroom

Member Price: $545 | Price: $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

Request Info

Public Classroom

Member Price: $595 | Price: $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 1.800.248.5667.

Date Location Course Member
Price Price

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description