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ITIL® Planning to Implement Service Management
PULTORAK COURSE NUMBER
1963
Pultorak & Associates' Planning to Implement Service Management is an intensive two-day instructor-led course or 4-day facilitated workshop that is based on the core ITIL® publication Planning to Implement Service Management. The course features:
- Concepts and techniques for implementing IT service management initiatives including
- Operations Assessments, Goals/Questions/Metrics, RACI Matrices, and Balanced Scorecard
- Real-world examples and references
- Guidance to avoid common mistakes
PREREQUISITES
A basic knowledge of ITIL® and/or MOF concepts and terms is recommended.
INTENDED AUDIENCE
The intended audience for ITIL® Essentials is IT professionals responsible for leading and managing IT service management improvement initiatives.
COURSE MATERIALS
All Planning to Implement Service Management students receive a course manual.
COURSE SYLLABUS
- ITIL® and IT Service Management
- Overview of Planning to Implement Service Management
- Module 2: What is the Vision?
- Creating and Communicating a Continuous Service Improvement Program (CSIP) Visio
- Empowering People to Act on the CSIP Vision
- Stakeholders and Steering
- Module 3: Where Are We Now?
- Answering "Where are We Now" from the Stakeholders' Perspective
- Determining Service Management Maturity
- Module 4: Where Do We Want to Be?
- CSIP Business Case
- Gap Analysis
- Goal Setting
- Module 5: How Do We Get Where We Want to Be?
- Managing Communication and Risk
- Choosing and Implementation Sequence
- Managing Organizational Change
- Managing Cultural Change
- Organizational Structur
- Training and Tools
- Module 6: How Do We Check Our Milestones have been Reached?
- Checking Milestones have been Reached
- Module 7: How Do We Keep Momentum Going?
- How Do We Keep Momentum Going?
- Review Key Learning Points
- Look Forward to Next Steps
FOR MORE INFORMATION OR TO PLACE AN ORDER
Contact Pultorak and Associates at (206) 729-1107, info@pultorak.com, or visit our website at
www.pultorak.com.
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