ITIL Workshops Courses Archives

Service Engagement Workshop

ITIL Simulations bring service management to life, in a fun and incredibly effective way. Contact Patrick at 410-456-4217 to find out more about how to use ITIL simulations to jumpstart your service management initiative

Building a Service Culture

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Course Description

The basis for IT service provider organizations to deliver better value to their business customers begins with creating a “service culture.” Service culture is much more pervasive than a simple “customer service” perspective; it pervades what we do, how we do it, why we do it, and provides the fundamental basis for how to establish more efficient and more effective IT organizations.

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Outline

Services and Outcomes
The Value of IT
Developing Specialized Organizational Capabilities
Understanding Service View
The Service Lifecycle
- Strategy
- Design
- Transition
- Operations
- Improvement
Implications of Services
- Governance
- Processes
- Procedures
- Cross-functional activities
- Risk Management
- Organizational Change
- Metrics and Measurements
- Reporting and SLAs
Moving to a Service Culture
- Establishing Services
- Controlling Service Changes
- Building and Maintaining Alignment
- Playing your Position, but understanding the team’s goals and objectives

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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Deploying and Improving your Release and Deployment Management Process

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Course Description

An Implementation Workshop for Making ITIL Work™

Most organizations have invested in implementing release and deployment management in their organizations (even as a subset of change) and have invested in tools and training to improve the performance of their teams. Yet, for many organizations, there is a stubborn lack of progress. High turnover, process/tool alignment, and governance issues prevent you from getting the results you intended.

This workshop will help you and your teams to overcome these challenges and get your Release and Deployment Management process back on track. This program is an in-depth, practical workshop to help you:

Assess your current capabilities
Identify gaps in your processes, tools, and governance
Set specific and achieveable goals for driving improvements to your process
Establish appropriate policies, procedures, and work instructions for your teams
Align your processes with your tooling configurations
Focus on key metrics to drive intended performance
Improve your knowledge management
Improve your release success rate and reduce the number of incidents
Improve quality and availability of services

Key areas of focus in the course include:

Defining process objectives
Establishing Policy and Governance
Process Workflow Improvements
- Defining your Release Management Plans and Policies
- Building Release Packages and assessing potential conflicts
- Building Process alignment with Change Management, Configuration Management, and Service Validation and Testing
- Driving logistics and readiness for Pre-Deployment
- Ensuring that Early Life Support is finite
Defining and aligning Roles and Responsibilities
Defining key metrics
Understanding how to leverage your service management tools more effectively to support your process implementation
Getting buy-in from senior management to support your IT Service Management activities

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

2 days
(Private offerings of this course can be extended one or more additional days to include detailed application of the course concepts directly to your organization’s processes and tools or to allow integration of this program with Change Management and/or Configuration Management workshops)

Course Director

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Deploying and Improving your Incident Management Process and Service Desk

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Course Description

An Implementation Workshop for Making ITIL Work™

Most organizations have some type of help desk or service desk and have invested in tools and training to improve the performance of their teams. Yet, for many organizations, there is a stubborn lack of progress. High turnover, process/tool alignment, and governance issues prevent you from getting the results you intended.

This workshop will help you and your teams overcome these challenges and get your Incident Management process and Service Desk back on track. This program is an in-depth, practical workshop to help you:

Assess your current capabilities
Identify gaps in your processes, tools, and governance
Set specific and achieveable goals for driving improvements to your process
Establish appropriate policies, procedures, and work instructions for your teams
Align your processes with your tooling configurations
Focus on key metrics to drive intended performance
Improve your knowledge management
Improve your time-to-resolve and first-time-fix rates
Improve quality and availability of services

Key areas of focus in the course include:

Defining process objectives
Establishing Policy and Governance
Process Workflow Improvements
- Using Categorizations to drive improvements and investments
- Using Priority to allocate resources
- Building a Knowledge Base that drives increased first-call resolution
- Managing Escalations and building working OLAs with support teams
Defining and aligning Roles and Responsibilities
Building alignment between Incident Management and other process and functional areas
Defining key metrics
Understanding how to leverage your service management tools more effectively to support your process implementation
Getting buy-in from senior management to support your IT Service Management activities

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

2 days
(Private offerings of this course can be extended one or more additional days to include detailed application of the course concepts directly to your organization’s processes and tools)

Course Director

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How to Succeed with ITIL®

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Course Description

This consultant-led, in-depth training and mentoring course is an effective way to introduce an executive management team to the concepts, relationships and benefits of an IT Service Management program using well-accepted IT frameworks, methods and standards.

During the program the participants discuss IT Service Management goals and objectives, service lifecycle management, process objectives, activities, procedures and work instruction development, tool alignment, policy development, relationships, key benefits and critical success factors.

Delivery Format: Instructor-led or Webinar

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

2 days

Course Outline

What is IT Service Management?
Who Needs It, and Why?
What Is the Scope of ITSM?
The IT Service Lifecycle
Frameworks, Models, and Quality
Service Strategy
Service Design
Service Transition
Service Operations
Service Improvement
Process Benefits and Challenges
Critical Success Factors
Achieving Operational Excellence
An ITSM Roadmap

Prerequisites

None, although Foundations certification facilitates conversation and planning activities.

Exam

None

Reference Material

Each student will receive a workbook.

Related Courses

ITIL Orientation
ITIL Foundations

Course Director

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Deploying and Improving your Configuration Management Process

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Course Description

An Implementation Workshop for Making ITIL Work™

Most organizations have invested in implementing configuration management in their organizations and have invested in tools and training to improve the performance of their teams. Yet, for many organizations, there is a stubborn lack of progress. High turnover, process/tool alignment, and governance issues prevent you from getting the results you intended.

This workshop will help you and your teams to overcome these challenges and get your Service Asset and Configuration Management process back on track. This program is an in-depth, practical workshop to help you

Assess your current capabilities
Identify gaps in your processes, tools, and governance
Set specific and achieveable goals for driving improvements to your process
Establish appropriate policies, procedures, and work instructions for your teams
Align your processes with your tooling configurations
Focus on key metrics to drive intended performance
Improve your knowledge management
Improve your change success rate and reduce the number of incidents
Improve quality and availability of services

Key areas of focus in the course include

Defining process objectives
Establishing Policy and Governance
Process Workflow Improvements
- Defining your Configuration Management Plan
- Using Identification activities to define the key attributes you want to track and manage
- Building Process alignment with Change Management, Release and Deployment, and Service Validation and Testing
- Defining “enough” Configuration Management to enable your organization to gain the optimal benefits
- Driving effective use of Configuration information by your other process areas
Defining and aligning Roles and Responsibilities
Defining key metrics
Understanding how to leverage your service management tools more effectively to support your process implementation
Getting buy-in from senior management to support your IT Service Management activities

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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Deploying and Improving your Change Management Process

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Course Description

An Implementation Workshop for Making ITIL Work™

Most organizations have invested in implementing change management in their organizations and have invested in tools and training to improve the performance of their teams. Yet, for many organizations, there is a stubborn lack of progress. High turnover, process/tool alignment, and governance issues prevent you from getting the results you intended.

This workshop will help you and your teams to overcome these challenges and get your Change Management process back on track. This program is an in-depth, practical workshop to help you:

Assess your current capabilities
Identify gaps in your processes, tools, and governance
Set specific and achieveable goals for driving improvements to your process
Establish appropriate policies, procedures, and work instructions for your teams
Align your processes with your tooling configurations
Focus on key metrics to drive intended performance
Improve your knowledge management
Improve your change success rate and reduce the number of incidents
Improve quality and availability of services

Key areas of focus in the course include:

Defining process objectives
Establishing Policy and Governance
Process Workflow Improvements
- Using Categorizations to drive improvements and investments
- Using Priority to allocate resources
- Building Process alignment with Configuration Management, Release and Deployment, and Service Validation and Testing
- Establishing CABs and ensuring effective impact assessments
- Defining Standard Changes and Change Models to speed changes through
Defining and aligning Roles and Responsibilities
Defining key metrics
Understanding how to leverage your service management tools more effectively to support your process implementation
Getting buy-in from senior management to support your IT Service Management activities

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

2 days
(Private offerings of this course can be extended one or more additional days to include detailed application of the course concepts directly to your organization’s processes and tools or to allow integration of this program with Configuration Management and/or Release and Deployment Management workshops)

Course Director

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