Expert Coaches. So why listen to us? Randy Steinberg
Randy is the author of two best selling ITSM books “ Implementing ITIL – Adapting Your IT Organization to the Coming Revolution in IT Service Management ” and “ Measuring ITIL - Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives ”.
Randy has been a frequent speaker at a number of itSMF US conferences around the country and was one of the keynote speakers at the national itSMF USA Conference in 2004.
Randy also serves as the co-chair for the itSMF US Research Committee and edits the ITSM Research Newsletter for that organization.
Randy has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world.
He is the co-author of an ITSM methodology and operational framework formerly used by Andersen Consulting (now Accenture) worldwide.
He was an early ITIL champion while at IBM and also served a stint as Global Head of Service Management for Reuters, a worldwide major media company.
Randy is currently a Senior ITSM Consultant leading large scale IT Service Management programmes for US clients.
Expert Coaches. So why listen to us? Robin Yearsley
Robin is responsible for managing the ITSM Inner Circle , with over 3,500 members from all over the world. Robin provides valuable information, advice and resources to assist members with their continuing ITSM education .
Robin develops online content sites for ITSM professionals and has so far delivered over 500 articles, 37 white papers and 2 Ask The Expert Teleseminars to assist the wider ITSM community with their knowledge and adoption of ITIL.
Robin has presented at two itSMF UK conferences , specializing in Incident and Problem Management as well as cost reduction and SLA penalty avoidance through process re-engineering and people re-education techniques.
Robin has over 20 years experience with successfully implementing ITIL and Operations management within three distinct European Organizations specializing in cultural transformation , tool selection and implementation as well as large scale benefits realization .
He is author of three eBooks: “ The S7VEN Sources of Problems ”, “ Multiple Choice Secrets – for the ITIL Foundation Exam ” and “ Multiple Choice Practice Exams – for the ITIL Foundation Exam ”. He also directly coaches several Foundation students.
Robin is currently a Senior ITSM Consultant developing Service Design and Modeling capabilities in ITIL and ISO/IEC 20000 for a large European Service Consultancy.
Modules in Detail. Core Module #1 TITLE: “Getting Started and Establishing The Vision” Fully Edited Call Transcripts and Supporting Materials 3 Hours worth of Audio to Keep (Artists Impression of CD’s. Files are download only) Access the Teleseminar Live
- What’s working with other ITIL Implementation efforts
- The ITIL Implementation Lifecycle
- Overview of the ITIL Implementation Lifecycle Stages
- Vision Work Stage – Deeper Dive
- Setting a Program Vision, Approach and Goals
Setting and Base Lining your Implementation Program
Modules in Detail. BONUS Module #3 TITLE: “Successful Process Introduction” Fully Edited Call Transcripts and Supporting Materials 90-120 Minutes of Audio to Keep (Artists Impression of CD’s. Files are download only)
Planning for Process Introduction - Policies, Processes, Procedures and Work Instructions - Example documentation and style guidelines - Walkthrough of an ITIL based Process and Procedure
Working with the business for maximum success - Modelling and information collation - Process and Procedure design - Testing your Processes and Procedures - Alignment to the integrated toolset: what really works - Preparing an Implementation and cut-over strategy - How to identify improvements and embed correctly - Managing for efficiency and effectiveness
The people side of process introduction - Organizational acceptance of new working methods - Continual process improvement
Modules in Detail. BONUS Module #4 TITLE: “Leading Transformation” Fully Edited Call Transcripts and Supporting Materials 90-120 Minutes of Audio to Keep (Artists Impression of CD’s. Files are download only)
Transforming Organizations: Why Change Fails? - The challenges ahead for ITIL Project Managers
- The ITIL context: Leading Organizational wide change programmes - The Classical view: Where are we now, Where do we want to be, How do we get there, How will we measure our success, How do we maintain the ongoing momentum and continually improve? - Kotter’s Eight Stage Process for Successful Transformation
Assessing Change capacity within your organization - Critical communication: what you must do across the programme - Managing Expectations: the key to success - Managing Change one person at a time - The importance of being educated - Actually learning from ‘lessons learnt’ Practical advice, techniques and real world examples
Programme Schedule When Will I Receive My Welcome Package? Wednesday 29 th November Thursday 21 th December Thursday 14 th December Thursday 7 th December Saturday 2 nd December Saturday 16 th December Saturday 9 th December Saturday 23 rd December Welcome Package
This will be shipped to you before the beginning of the Programme (29 th November), so long as you secure your place on the Programme NO LATER THEN 21 st November . After that date, there may be some delay, if there are any places left.