This course helps the participant to know and understand the different elements related to the implementation of ITIL® best practices in an organization. Through practical exercises, it reinforces and exemplifies the concepts reviewed.

The participant who takes this course will understand the high-level flow that the ITIL® implementation should follow in his/her organization, and the general considerations to be taken when undertaking an implementation initiative.


Objectives

To provide knowledge and understanding of the different elements involved in an ITIL® implementation. The following topics will be studied:

  • Determining the Benefits for the Business
  • Vision
  • Evaluation
  • Definition of the ITSMS
  • ST processes as Coordinators/Drivers
  • SO processes as Customer-Focused IT
  • SD processes Adding Value to the IT Service
  • Service Catalogue, SLM and Service Desk
  • Implementation

Audience

This course is aimed to:

This course is aimed to:

  • CIOs who need to see the big picture of Implementing ITIL®.
  • IT Managers who need an ITIL® implementation strategy.
  • IT Professionals who need or want to implement ITIL® within their organization.

Prerequisites

There are no mandatory prerequisites; however, an overall knowledge of ITIL® and IT Service Management processes is expected. Holding at least the ITIL® Foundation certificate is strongly recommended.


Characteristics

The course has the following characteristics:

  • It is structured in thematic units, with a balance between theory and practice.
  • The courseware material includes theory, practical exercises, study cases and complementary content.
  • A certificate of course completion is delivered.
  • The length is 3 days.
  • Has a minimum requirement of 6 and a maximum of 25 participants.

Topics

The course has the following topics:

    1.-Determining Business Benefits
  • Benefits
  • Certifications
  • 2.-Vision
  • Business Case
  • Defining Scope
  • 3.-Evaluation
  • Gaps: Processes, Technologies, Organization, Governance
  • Key Actions for the gaps closure
  • Short term achievements
  • 4.-Planning
  • Implementation plan and program
  • 5.-Defining SGSTI
  • Process design
  • Allocation of Roles
  • Selection of Tools
  • Communication and Awareness
  • Templates, Forms and Reports
  • 6.-Service Transition Processes as Coordinators/Drivers
    7.-Service Operation Processes as IT’s Face to Customer
    8.-Service Design Processes Adding Value to IT Service
    9.-Service Catalogue, SLM, Service Desk
    10.-Implementation
  • Organizational Change
  • Training
  • Implementation
  • Governance
  • Recommendations

Advantages offered by Global Lynx

Our instructors are certified in different ITSM disciplines and have extensive experience in:

  • The design and implementation of IT service management processes based on industry best practices in public and/or private organizations.
  • The selection, implementation and configuration of tools which support the IT processes.
  • Teaching various ITSM courses in the academic and professional fields.
  • Audits of IT service management systems.
The participant receives a high quality student handout.