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Implementing ITIL - Expert Knowledge on ITIL V3 |
Course Overview
This exclusive, in-depth online training course – based on ITIL V3 - presents the proven, real-world approach to transforming IT into an effective Service Management organization leveraging the latest ITIL V3 processes and practices.
 As a result of taking this course, you will have a solid understanding of real-world techniques and strategies you can use immediately within your own IT organization.
This training is ideal for ITIL aware analysts, team leaders, project managers and more experienced service managers – in fact – anyone who really needs to expand their real-world knowledge and skills in defining, planning and executing ITIL projects or enhancements.
The course comes complete with over 5 hours of expert video tutorials, an online library of downloadable resources (such as roadmaps, templates, tips and implementation advice) as well as many other valuable techniques that can quickly be adopted by the IT organisation.
Also included is one year’s full online access to four in-depth ITIL based books written by the course creator: Implementing ITIL, Measuring ITIL, Servicing ITIL and Architecting ITIL.
This course covers the full ITIL solution scope in one complete online training program, including: People, Processes, Tools, Technologies, Organization and Governance.
This non-examination course has been especially created in partnership with Expert ITIL Consultant and best selling ITSM author, Randy Steinberg. The course is packed full of new ideas as well as time tested and proven techniques for planning, coordinating and executing ITIL implementation and improvement activities.
Who Is This Course Ideal For?
Level 1: Anyone who holds their ITIL Foundation V2 certification and is now ready to take their first real-world steps with ITIL planning, implementation and improvement activities.
Level 2: Anyone who has been charged with running ITIL based projects that quickly need to get up to speed with all the key activities, plans, practices and methods involved with any successful ITIL based project.
Level 3: Anyone who already works extensively with ITIL - who need to quickly expand their real-world knowledge to learn additional strategies, tips and techniques to assist in boosting their own efforts and ultimately their own personal level of success.
The Top 5 - Real World - Benefits of Implementing ITIL
This exclusive online course is logically structured across seven modules – all designed to help you quickly maximize your return on investment from ITIL V3.
The key benefits include:
- Immediate access to real-world planning and implementation advice and guidance that are a necessity for any successful ITIL project, activity or implementation
- Easy to absorb, yet proven techniques and approaches for the accelerated adoption of ITIL based services into the IT organisation
- Learn first hand what ‘really works’ and what challenges and implementation ‘pitfalls’ to avoid to help you succeed
- Online access to video tutorials, templates and a wealth of downloadable artifacts - to help ‘jump-start’ your ITIL initiatives, projects or enhancement activities
- Self paced, flexible learning – all at a time and place that fits your particular schedule and needs
Implementing ITIL - Course Details
To really maximize your online learning experience and help you accelerate your results - this in-depth course contains three integrated components:
1st Component: 27 Online Video Tutorials - Across 7 Logical Modules
2nd Component: 54 Downloadable Resources – Such as Templates, Plans and Checklists
3rd Component: Online Access to 4 ITSM books – Based on ITIL Best Practices
Let’s review each component…
Component #1 – 27 Online Video Tutorials
All videos are personally narrated by Randy Steinberg who explains (in lecture style) each topic focusing on ‘what works’ and ‘what doesn’t’ - based on his extensive 15 years practical ITIL experience across many large, complex organizations – as well as a several smaller organizations too.
Module 1 – Getting Started
Lesson 1 – Overview of the Approach
Lesson 2 – It’s all about the IT Services
Lesson 3 – Basic ITIL Concepts That Confuse IT
Lesson 4 – Organizing For the Implementation Effort
Module 2 – Setting the Stage – The Vision
Lesson 1 – Where Do You Start?
Lesson 2 – The Vision Work Stage – A Deeper Dive
Lesson 3 – Dealing With Resistance
Module 3 – Base Lining the Effort – ITIL Assessments
Lesson 1 – The Assessment Work Stage – A Deeper Dive
Lesson 2 – Assessing Processes
Lesson 3 – Assessing Technologies
Lesson 4 – Assessing the Organization
Lesson 5 - Assessing Governance and Reporting Practices
Module 4 – Translating Assessments to Action Plans
Lesson 1 – Translating Assessment Findings to Initial Wins
Lesson 2 – The Initial Wins Work Stage – A Deeper Dive
Lesson 3 – The ITSM Planning Work Stage – A Deeper Dive
Lesson 4 – Establishing the ITSM Architecture
Module 5 – Designing ITSM Solutions
Lesson 1 – ITSM Design – A Deeper Dive
Lesson 2 – Building the Processes
Module 6 – Lessons Learned For Each ITIL Process
Lesson 1 – Service Operation Processes
Lesson 2 – Service Transition Processes
Lesson 3 – Service Design Processes
Lesson 4 – Service Strategy Processes
Lesson 5 – Continual Service Improvement Process
Module 7 – Transforming the Organization
Lesson 1 – ITSM Transition – A Deeper Dive
Lesson 2 – Embedding Processes into the IT Organization
Lesson 3 – Building the IT Service Management Organization
Lesson 4 – ITSM Metrics – Validating the Results
Component #2 – 54 Downloadable Resources
To fully complement your video tutorials, each module comes complete with a set of associated example templates, checklists, plans and other downloads – all yours to keep when you purchase Implementing ITIL.
Carefully packaged together by module – all resources are easily downloaded within a series of ZIP files. The majority of these resources have been preserved for you in their original WORD, EXCEL or PowerPoint format for easy re-use and adaption in your organization.
Module 1 ‘Getting Started’ and Module 2 ‘The Vision’ - Downloads
Here is the full list of materials: -
- A Starter Set of ITSM Guiding Principles
- Checklist for Organizational Change
- Communication Plan Template
- Communications Program Description
- IT Service Management Cultural Survey
- IT Service Management Focus Survey
- IT Service Management Staff Survey
- ITIL Implementation Vision Stage Work Plan
- ITIL Project Role and Skills Descriptions
- ITSM Program Success Metrics Model - Example
- Message from the Global CIO - Example
- Service Management Benefits Survey
- Stakeholder Map - Example
- Starting an ITIL Implementation – Getting Organized
- Understanding the Customer Service Perspective
- Workshop – Creating an ITSM Vision Statement
Module 3 ‘Base Lining The Effort – ITIL Assessments’ and
Module 4 ‘Translating Assessments To Action Plans’ Downloads
Here is the full list of your inclusive materials: -
- Assessment Findings Scoring Template
- CMMI Security Management Model
- Implementing Security Management Services Using ITIL Approaches
- Initial Win Project Description - Examples
- Initial Win Project Inventory
- ITIL Implementation Assessment Stage Work Plan
- ITIL Implementation Initial Wins Stage Work Plan
- ITIL Implementation Planning Stage Work Plan
- ITIL Implementation Process Dashboard Example
- Process Assessment Ranking Sheet Example
- Service Delivery Assessment
- Service Support Assessment
- Technology Assessment Grid Example
Module 5 ‘Designing ITSM Solutions’ - Downloads
Here is the full list of your inclusive materials: -
- Business Impact Analysis Template
- Business Impact Analysis Template Instructions
- CAB Operating Guidelines - Example
- Change Category Table - Example
- Flow Chart Tool
- Incident Escalation Process - Example
- Incident Recovery Service Targets - Example
- Introduction to Service Level Agreements
- ITIL Implementation Foundation Stage Work Plan
- Matrix of Service Level Standards - Example
- New Release Testing Process - Example
- OLA - Example
- OLA Template - Example
- Release Management Policy – Example
- RFC Form - Example
- Service Catalog - Example
Module 6 ‘Transforming The Organization’ - Downloads
Here is the full list of your inclusive materials: -
- Business Unit Tool Inventory List Template
- Fishbone Diagramming Template
- ITIL Implementation Control Stage Work Plan
- ITSM Organizational Model
- Process Rollout Planning Template
- Production Certification Process
- Risk Assessment Template Tool
- Running A Cab Meeting
- Staffing Calculation Tool for Service Desks
And the third vital component…
Component #3 - One Year’s Online Access To These 4 ITSM Books
Written by Randy Steinberg, recognised ITIL consultant, these four complementary books provide all the background details and many examples referenced within the seven course modules.
This third course component provides hundreds and hundreds of pages packed full of great ITSM ideas, techniques, templates and practical guidance.
As part of the course – you get one year’s individual online access to all four books*
Book #1 - Implementing ITIL
An established worldwide best seller and full of reference charts where you can easily find things such as service organization role descriptions, input and output dependencies for every ITIL® V2 process or function, the work products that should be produced by each process, key tooling functions and much, much more.
Packed with 488 pages of ITSM information this book is the ideal accompaniment. Across 17 chapters, Randy takes you through the core stages of how to go about implementing ITIL in your organization – for example Chapter 17 alone looks in detail at ‘Tooling’ considerations over some 29 pages.
Book #2 - Measuring ITIL
This is a practical guide that shows you the operational metrics to use and how these can be calculated into your selected Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that really resonate with Senior Management.
In addition, this book also comes complete with two helpful modeling tools (within the downloads) that cover all ITIL V2 processes in detail. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place. The DICE modeling tool can be used to predict the successful outcome of any ITIL project, whilst the Metrics Modeling tool can be used to measure, report and model the real ITSM metrics that matter.
Book #3 - Servicing ITIL
Rather than discuss the theory around what a Service Catalog or Service Portfolio is - this 237 page book gives you the actual IT service descriptions for running, operating and managing an entire IT infrastructure.
Complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes and much more are all packed into this one handbook.
Just about every IT service is described in this book. Take what service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. All the services needed to effectively support and deliver IT services are at
your fingertips with this one book.
Book #4 - Architecting ITIL
Just what are all the CIs that go into a Configuration Management System? What are all the kinds of supporting toolsets and technologies needed to support an IT Service Management infrastructure?
What kinds of databases need to be put into place?
What are all the IT Service Management roles and responsibilities to effectively operate this infrastructure?
This 357 page book lists all the CI types, toolset descriptions, detailed role and activity descriptions.
Get a firm handle on the Data, Functions, Services, Processes, Organization, and Technologies all needed to effectively build and operate a complete IT Service Management infrastructure. Explore approaches for reviewing and assessing your current toolsets, data, processes and services to see where your gaps might exist.
*Note: When you purchase this course - you must register separately for your online access to these books. Registration takes upto 48 hours to activate. Online access is granted for one named individual – per course purchased. Access is read-only and available whenever you are online. A valid email address is also required for ongoing access. Full registration details are provided within your course dashboard.
For Advance Notification On This Course – Please Complete the form below
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