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Pre-Con 4 -  ITIL® Planning to Implement Service Management
 Monday, November 05, 2007, 9:00 AM - Tuesday, November 06, 2007- 5:00 PM
Speakers:
Jim Bolton
President
Propoint Solutions, Inc.

Jim Bolton has more than a decade of experience in architecting IT service management solutions. Bolton's application of ITIL best practices, ISO process disciplines and Six-Sigma quality improvement methodologies bring a balanced approach to elevate service excellence. Having led assessment and reengineering projects for nearly twenty service desks over the past six years, he brings extensive experience in IT best practices.

Bolton is VP of programs for the Colorado Springs HDI chapter, an HDI Support Center Certification auditor, a member of the standards committee for support center leadership, a writer and speaker on IT service excellence, and an EXIN accredited ITIL training provider. He holds the ITIL Manager Certification, the ITIL IPSR Practitioner Certification and the ISO20000 Consultant Certification. Bolton earned his M.B.A. in technology management from University of Phoenix.
Session Description:
This two day interactive course prepares students to re-engineer existing IT, Service and Support processes to ensure that they are aligned with the rapidly changing needs of the business, while increasing efficiency and reducing costs. To meet this objective, students learn how to identify IT services, assess the maturity of IT Service and Support processes using the ITIL CMM assessment (tools provided), develop project plans to align people, process and technology (samples provided), and establish metrics which validate process improvement initiatives (samples provided).

Learn how to:

  • Re-engineer existing IT and Service processes to ensure they are aligned with the rapidly changing needs of the business
  • Improve efficiency and reduce costs within the IT and Service organizations
  • Assess the maturity of the IT and Service processes using the ITIL CMM assessment
  • Develop project plans to align people, process and technology
  • Establish metrics that validate process improvement initiatives

    • Course Benefits:

  • Understand the benefits of implementing ITIL
  • Enable your organization to map out a plan to implement ITIL Best Practices
  • Understand key metrics needed to assess project success

    • Who should Attend:

  • IT, service and support managers
  • IT, service and support staff
  • Project managers
  • General working knowledge of and experience with IT, Service and support practices is assumed. ITIL Foundation Certification is recommended.

    • Course Content:

  • An Introduction to the Benefits of Implementing ITIL
  • Passion to Perfection
  • Continuous improvement model
    • Frameworks working together
    • ITIL – Processes align to the business
    • Six Sigma – Continuous Improvement Teams
    • ISO 9000 – Procedures and documentation
  • Where do we want to be?
    • Vision statement
    • Dos and don’ts
    • Management commitment
  • Where are we now?
    • CMM Assessment
    • Introduction to tools
    • Live assessment
  • How will we get there?
    • Project plan
    • People (communications, commitment, training)
    • Process (aligning the organization)
    • Technology (enabling tools – requirements and selection)
    • Risks and mitigation recommendations
  • Are we there yet?
    • Metrics
    • Balanced score card
    • Assessing value
    • Projections and credibility
  • Celebration and starting over
  • Passion to Perfection Workshop

    • **Pre-requisite: ITIL Foundations-certification.