building itil training & communication plans
DESCRIPTION
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.TRANSCRIPT
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IT Infrastructure Library™ (ITIL®) Training Why / When / How Much?
IT Infrastructure Library™ (ITIL)
ITIL® is a registered trademark of the Office of Government
Commerce
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Agenda
ITIL Certifications Why / When / How Much
Training and Communication Plans ITIL Adoptions
The Good The Bad The Ugly
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Why / When / How Much?
ITIL Foundation
ITIL Awareness
ITIL Lifecycle
ITIL Certification
ITIL Capability
ITSM Workshops
ISO Consultants
ISO Foundation
ITIL Clinics
Custom Training
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How much Training?
How do we get to here?
You are Here
XX
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How much Training?
1. The Scouts Public Foundation / Corporate Foundation
2. The Engineers Allocate budget to include
“Leads” &“Does”
3. Train through Project Lifecycle Just-in-Time training
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Look at Your Needs and Culture
WHY?
Is Certification important in your organization?
Are Diplomas?Is Tuition Reimbursement available?
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Talk to a Professional
Work with your training partner to evaluate and develop Communication & Training Plans Use the RACI (ARCI) Model
www.itsmacademy.com/plans
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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)
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The V3 Scheme has Four Levels
Level 1
Level 2
Level 3
Level 4Advanced(Applied)
ITIL Expert™(Lead)
Intermediate Streams(Implement or Execute)
Foundation(Understand)
Implement Execute
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ITIL Certifications
ITIL Foundation60 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
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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 =
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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
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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.
You can not Buy ITIL,
You can’t even Implement ITIL,
You are adapting your culture into a service organization.
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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
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Online Resources
best-management-practice.com (ITIL) itsmfusa.org (ITSM user organization) isaca.org (COBIT) itgi.org (IT Governance Institute) microsoft.com/mof (MOF) isoiec20000certification.com (ISO 20K) itsmacademy.com
ITSM Professor blogMonthly webinarsAwareness and certification courses
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ITSM Academy Affiliates
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Questions and Answers
www.itsmacademy.com
888. 872. ITSM (4876) 954-491-3442
Thank you for attending
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Remember the Goal….