Planning to Implement Service Management is an intensive two-day instructor-led course that is based on the core ITIL publication of the same name.

The concepts and techniques covered in the course include:

• Planning service management improvement programs
• Assessing current process capability
• Measuring and reporting progress
• Common implementation mistakes

duration
2 days

level
Intermediate

prerequisites
A working knowledge of service management concepts and terms is recommended.

course materials
All Planning to Implement Service Management students receive a course manual.

course syllabus

• Module 1: Introduction 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) Vision
  • 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 Implementation Sequence
• Managing Organizational Change
• Managing Cultural Change
• Organizational Structure
• 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?
• Module 8: Summary
• Review Key Learning Points Look Forward to Next Steps

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Questions
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