ITIL Implementation Tactics and Strategy

I T S M S T R A T E G Y | S O F T W A R E T E S T I N G I P R O J E C T M A N A G E M E N T
B U S I N E S S T H E R A P Y F O R I T

INTRODUCTION:

This 2 day workshop is suitable for anyone who is involved in deciding whether to implement ITIL in an
organization, managing the actual implementation, or validating the ongoing efficiency and effectiveness of
implementation.

AUDIENCE:

It’s non-technical and suitable for any staff member who needs to be aware of the implementation issues of ITIL
within their organization.

OBJECTIVES:

Attending this 2 day workshop will enable participants to:

 Determine whether ITIL is appropriate to an organization (or what parts of ITIL are appropriate) by
undertaking maturity assessments
 Develop a valid business case (with costing) for the implementation
 Establish the project to manage implementation within a framework of Continual Service Improvement
 Build a project plan for the implementation of the key processes (e.g. Incident and Problem
Management)
 Define the roles and responsibilities of the Process Owners
 Develop Key Performance Indicators for the key ITIL processes
 Understand the dependencies and inter-relationships between the processes to ensure a successful
implementation
 Undertake post-implementation audits to ensure the ongoing efficiency and effectiveness of ITIL within
the organization

WORKSHOP OUTLINE:

 Key ITIL Principles

 The Continual Service Improvement Model
 The Deming Cycle
 Pre-Implementation Maturity Audits
o Content
o Individual key processes
 Service Desk/Incident Management/Problem Management
 Change Management/Release Management
 Configuration Management
 Service Level Management

 The Business Case

o Building the rationale
o Cost per process
o How to quantify tangible benefits per process

 Developing an Implementation Plan

o Resources
o Timescales
o Risks
o Dependencies
o For individual key processes:
 Service Desk/Incident Management/Problem Management
 Change Management/Release Management
 Configuration Management
 Service Level Management

 Ensuring ongoing validity of ITIL within the organization

o Post implementation ongoing audits
o Key Performance Indicators
o Role of Process Owner
o Building momentum