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UC412C - Planning and Implementing ITSM

HP Education Services UK & Ireland


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Course information

code:	title:	price:	duration:
UC412C	Planning and Implementing ITSM	GB£ 895	3 days

» view schedule		» view curriculum

	Overview

	This course addresses the challenges confronting countless people who have learned the ITIL theory and are now faced with the reality of implementing what they have learned. It is based on the extensive experience of senior ITSM professionals, who have implemented Service Management processes, tools and education programs for both the private and public sector. This 3-day course will cover the entire implementation lifecycle, as outlined in ITIL and proven in numerous ITSM projects. Did you know you can reserve places on this course whilst you seek approval.

Audience

•	IT Managers, Program Managers, Project Managers, Process Architects, ITSM Consultants.

Prerequisites

•	Students must be certified at ITIL Foundation level (EXIN or ISEB), have at least 2 years practical experience and have had responsibility for taking substantial technical decisions affecting the support or delivery of IT services.

Key topics

With the successful completion of this course you will be able to: Create a bridge between theoretical understanding of ITIL and practical ITSM implementation. and understand the importance of aligning ITSM projects with business objectives at each phase.

•	Assessing the current situation • Overview of available assessments and Benchmarking • Conducting a self-assessment • Using the results of an assessment • Creating a framework for Change

•

Implementation Planning and Execution • Identifying a Project Management approach • Defining the outputs and deliverables • Management of Change • Creating a communication plan (Awareness Campaign) • How to implement processes • Organizational factors • How to implement tools • How to implement a combination of tools and processes • Using training and education • Implementation Tools and Techniques

•	Ongoing Management of the Solution • Monitoring and Measurement • Ongoing Review and Audit • Testing the ongoing validity of the solution

•	Setting the Vision and Objectives for an ITSM project • Understanding Business strategy and objectives • Identifying and communicating with stakeholders • Choosing the right place to start • Vision and scoping techniques

•	Setting Measurable and Achievable Objectives • Creating a Business Case • Identifying and managing risk • Using assessment outputs • Defining appropriate metrics • Techniques for setting and managing objectives • When do you need to implement tools, processes or a combination of both?

•	Implementation Control • Ensuring compliance with the project plans • Project governance and Quality Assurance • Measuring and managing project costs • Managing changes to the project objectives and parameters • Dealing with Scope Creep • Post Implementation Review

Course schedule:

There is currently no schedule information available for this course.

Please contact hp education services on 01344 363311 or click here if you would like us to contact you with the next availability.

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