Building ITIL Training & Communication Plans
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Building ITIL Training & Communication Plans



Helps break down who should be trained on what, looks at a sample training plan and discusses, "The Good, the Bad and the Ugly" of ITIL adoptions.

Helps break down who should be trained on what, looks at a sample training plan and discusses, "The Good, the Bad and the Ugly" of ITIL adoptions.



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  • ITIL should not be implemented simply because it is currently fashionable. If you don’t understand why you are implementing ITIL, you will not succeed. The driving factor should be the desire to deliver added value and value for money to the customer. While there are short term benefits many organisations will need to plan a long term program of process improvements, with corresponding investment, before they can be considered best in class.
  • Key concepts: Many of these sites have articles and white papers that provide additional information  

Building ITIL Training & Communication Plans Presentation Transcript

  • 1.
    • IT Infrastructure Library™ (ITIL ® ) Training
    • Why / When / How Much?
    IT Infrastructure Library™ (ITIL) ITIL ® is a registered trademark of the Office of Government Commerce
  • 2. Agenda
    • ITIL Certifications
      • Why / When / How Much
    • Training and Communication Plans
    • ITIL Adoptions
      • The Good
      • The Bad
      • The Ugly
  • 3. Why / When / How Much? ITIL Foundation ITIL Awareness ITIL Lifecycle ITIL Certification ITIL Capability ITSM Workshops ISO Consultants ISO Foundation ITIL Clinics Custom Training
  • 4. How much Training? How do we get to here? You are Here X X
  • 5. How much Training?
    • The Scouts
      • Public Foundation / Corporate Foundation
    • 2. The Engineers
      • Allocate budget to include “Leads” &“Does”
    • 3. Train through Project Lifecycle
      • Just-in-Time training
  • 6. Look at Your Needs and Culture
    • Is Certification important in your organization?
    • Are Diplomas?
      • Is Tuition Reimbursement available?
  • 7. Talk to a Professional
    • Work with your training partner to evaluate and develop Communication & Training Plans
    • Use the RACI (ARCI) Model
  • 8. What are the Benefits of ITIL Training?
    • To the Company
      • Increased customer satisfaction
      • Better use of human resources
      • More efficient (and competitive!) IT operations and services
      • Measurable performance improvements and metrics
      • Incentives, rewards and challenges means happier employees
    • To the Attendee
      • Strengthen skills and improve job performance
      • Update knowledge in the field of choice (IT)
      • Prove competencies to employer and customers worldwide (Certification)
      • Qualify for jobs that require specialized knowledge
      • Receive recognition from both the industry and peers (Certification)
  • 9. The V3 Scheme has Four Levels Implement Execute Level 1 Level 2 Level 3 Level 4 Advanced (Applied) ITIL Expert™ (Lead) Intermediate Streams (Implement or Execute) Foundation (Understand)
  • 10. ITIL Certifications
    • ITIL Foundation
      • 60 minutes
      • 40 multiple choice Questions
      • 65% to pass
    • ITIL Capability (SOA/PPO/RCV/OSA)
      • 120 minutes
      • 8 gradient multiple choice Questions
      • 70% to pass
    • ITIL Lifecycle (SS/SD/ST/SO/CSI)
      • 120 minutes
      • 8 gradient multiple choice Questions
      • 70% to pass
    For learners with previous ITIL certifications, the Foundation & Service Manager Bridge Courses are available until 2011
  • 11. What We’ve Seen – The Good
    • Improved customer and user satisfaction
    • Clear responsibilities
    • Infrastructure under control
    • Consistency and stability provided
    • Repeatable processes providing a baseline for quality measurement and improvement
    • More efficient use of resources
    • Reinventing the wheel is avoided
    • Lower operational costs
    • Reduction in unplanned work = 
  • 12. What We’ve Seen – The Bad
    • The assumption ITIL is a complete process solution and will meet all of your ITSM requirements
    • Ignoring need to market and communicate inside & outside IT
    • Thinking you can “buy” ITIL through a technology
    • Confusing Process with Procedures
    • Not dedicating enough resources to the development effort
    • Thinking process development equates to process implementation
    • Failing to adopt process capability maturity/improvement model
    • Believing there won’t be a cultural impact to the organization
    • Not training the right people at the right level – NOT everyone needs to have an ITIL Foundation Certification, but leaders need advanced training
  • 13. What We’ve Seen – The Ugly You can not Buy ITIL, You can’t even Implement ITIL, You are adapting your culture into a service organization.
  • 14.
    • Accredited Education
      • ITIL Foundation
      • ITIL Foundation and Managers Bridge
      • ITIL Lifecycle, Capability and MALC
      • ITIL Practitioner, Service Manager (V2)
      • Certified Process Design Engineer (CPDE) ®
      • Microsoft Operations Framework (MOF) Foundation
      • ISO/IEC 20000 Foundation
      • PMI PMP Exam Prep
    • Practical, Value-Add Workshops
      • Apollo 13 - an ITSM Case Experience™
      • Visible Ops: The Class
      • ITIL, MOF, ISO 20K Awareness
      • And More!
    • Ft. Lauderdale, Dallas & Washington, DC - Public
    • Corporate on-site Classes
    • Virtual Classes
    • Courseware Licensing
    • Alumni Program
    • PMI Global Education Provider
    • Federal Government (GSA) Contractor
    • Certified Woman-Owned
    • Tens of thousands of learners trained since 2003
    • ITSM Professional Diplomas
    About ITSM Academy
  • 15. Online Resources
    • (ITIL)
    • (ITSM user organization)
    • (COBIT)
    • (IT Governance Institute)
    • (MOF)
    • (ISO 20K)
      • ITSM Professor blog
      • Monthly webinars
      • Awareness and certification courses
  • 16. ITSM Academy Affiliates
  • 17. Questions and Answers
    • 888. 872. ITSM (4876)
    • 954-491-3442
    Thank you for attending
  • 18. Remember the Goal….