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Jim
Bolton
President
Propoint Solutions, Inc.
Jim Bolton has more than a decade of experience in architecting IT service management solutions. Bolton's application of ITIL best practices, ISO process disciplines and Six-Sigma quality improvement methodologies bring a balanced approach to elevate service excellence. Having led assessment and reengineering projects for more than twenty IT organizations over the past six years, he brings extensive experience in IT best practices.
Bolton is an EXIN accredited ITIL training provider, writer, and speaks internationally on IT service management. He holds the ITIL Manager Certification, ITIL IPSR and IPAD Practitioner Certifications, and the itSMF ISO/IEC 20000 Consultant’s Certification. Bolton earned his M.B.A. in technology management from University of Phoenix.
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Session
Description:
Have you read the ITIL books? Are you confused about V2 and V3 and don't know where to start? Join us for a
high energy, hands-on session filled with practical guidance, templates, quick wins,
tips and tricks for successfully implementing ITIL best practice methodologies in
your organization. We will answer your most frequently asked questions such as:
Why ITIL? Are we ready to implement ITIL? Which processes should we implement? How
much will this cost? Are there tools, technology, or experts who can help? What
do I measure and when? How do I know ITIL is working?
This session will help participants learn how to re-engineer existing IT processes
to ensure that they are aligned to the current and rapidly changing needs of the
business, while increasing efficiency and reducing costs within the IT department.
To meet this objective, participants will learn how to identify IT services, assess
the maturity of IT processes using the ITIL CMM assessment (templates provided),
develop project plans to align people, process and technology (templates provided),
and establish metrics that validate process improvement initiatives (templates provided).
Curriculum Includes:
- Implementing ITIL
- An Introduction to the Benefits of Implementing ITIL
- An overview of ITIL V2 and V3
- Frameworks working together
- ITIL - Processes align IT to the Business
- Six Sigma - Continuous Improvement Teams
- ISO - Procedures and Documentation
- Where do we want to be?
- Vision Statement
- Dos and Don’ts
- Management Commitment
- Where are we now?
- CMM Assessment
- Introduction to tools
- Live assessment
- How will we get there?
- Project Plan
- People (communications, commitment, training)
- Process (aligning the IT organization)
- Technology (enabling tools – requirements and selection)
- Risks and Mitigation Recommendations
- Are we there yet?
- Metrics
- Aligned
- Balanced
- Time Phased
- Continuous Improvement
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