ITIL Management Overview

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ITIL Management Overview

This 3 ½ hour course provides a management overview of Information Technology Infrastructure Library, or ITIL. ITIL is a comprehensive model for customer-oriented, end-to-end management of the Information Technology Service Lifecycle. ITIL is customer-centric and process-oriented, and delivers tangible benefits to business organizations. In addition to an overview of the intent, purpose and benefits of ITIL, this course will address the ten common mistakes made by organizations implementing the ITIL model:

1. Lack of a clear vision
2. Lack of a top-down commitment
3. Absence of a clear business case
4. Failure to establish a clear baseline
5. Not integrating ITIL within the organization’s strategic plan
6. No clear communications strategy
7. Absence of an overall implementation strategy
8. Failure to establish a clear process strategy
9. Scope creep
10. Assuming acceptance of the program

Managers will leave the course with a clear sense of the benefits of implementing ITIL, along with best-practice approaches for dealing with roadblocks they are likely to experience as they put the program in place for their organizations.

Performance Objectives: Upon completion of this course, participants should be able to:

Identify the intent, purpose and benefits of ITIL
Explain the 10 most common problems associated with implementing ITIL, and how to avoid them
Explain how the culture and structure of an agency influences the effectiveness of an ITIL program

Audience: Managers at all levels, who directly or indirectly oversee the provision of IT services to their organization.

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