it service mastery pack (5mb ppt)

IT SERVICE MASTERY PROGRAMME

© 2006 IT Service Success. To Secure Your Place Visit: www.ITServiceMastery.com

Real World Advice. Real World Value.

http://www.itservicemastery.com/

“Start Putting this into practice on Monday”

* Over 18 hours of content packed Audio * 8 Detailed PDF Guides

* 2 Complete Texts plus metrics tool CD * Templates, Checklists & Materials

* 4 Live Expert Q&A sessions * Unannounced Surprise Bonuses!



SECTION ONEOverview and Course Highlights

SECTION TWO

SECTION THREE

SECTION FOUR

Your Expert Coaches

The Eight Modules in Detail

How To Secure Your Place

AgendaAgenda




SECTION ONE

Overview and Course Highlights

• What are the goals of the programme? • Who is this programme for?

• What are the key benefits to me?

• What does the programme consist of?

• Why is this programme unique?




• To provide expert tuition and coaching on all aspects of IT Service Management Mastery – focussing on ITIL

• To provide high quality resources and ‘tools’ to enable you to quickly adapt them for use within your organization

• To boost your knowledge of core strategies and techniques in designing, implementing and delivering ITIL projects

• To provide you with key templates and checklists for boosting your organization’s success with initiatives and projects

• To walkthrough and explain how to run a large scale ITIL project from start to finish, step by step

• To highlight real world advice, shortcuts, key considerations and the pitfalls to avoid


What are the goals of the programme?




• ITIL Project Managers

• ITIL Programme Managers

• ITSM Consultants

• Service Managers

• ITIL Process Owners

• Service Improvement Champions

• Quality Assurance Owners

• The list goes on…


Who is the Programme for ?





What are the key benefits to me?

• Real world, practical, “How To” advice and guidance • Quality “Blueprint” to model your implementations on

• Fast, actionable techniques to put to immediate use

• Step by step proven approach with templates, checklists and plans – where appropriate

• Listen and learn. Quickly customize materials.

• Easy access. Download to your iPod or computer.

• Time set aside to ask questions and get the answers you are looking for – to help YOU.





What are the key benefits to me?

Additional Benefits:-

- Great source of new ideas, techniques and inspiration

- Build your own 2007 BlueprintBlueprint for success – as you learn each module

- Study and learn in your own time, flexed around your schedule, over four weeks

- Absorb new methods and approaches at your own pace

- Network with other Programme members to share your experiences and leverage best practices





• Four unique Core Modules covering all the key stages of “Where to start”, “How to implement” and “How to measure” ITIL. Proven, real world advice and coaching

• Delivered over four weeks - as four special 120 minute Teleseminars – during November and December 2006

• Step by step expert tuition, supporting slide decks and work sheets - all provided. Strong practical, real world focus

• Full replay access to all audio downloads and materials

• Every Teleseminar will be turned into a fully edited call transcript (PDF) that compliments all slide decks

• Additional materials vary by module but include: templates, work plans, checklists and other relevant supporting items.

What does the programme consist of ?




What does the programme consist of ?

Four Additional BONUS Modules

- Bonus #1 – How To Implement A Service Catalog

- Bonus #2 – How To Implement the CMDB

- Bonus #3 – Successful Process Introduction

- Bonus #4 – Leading Transformation





Why is this Programme unique ?

• This doesn’t exist anywhere else – it’s truly unique!

• Big emphasis on doing it in the “Real World” – not just the theory!

• We’ve packed everything we know into this – over 45 years worth of knowledge, best practice and advice!

• It’s uniquely delivered – you download everything and take it with you – maximizing your productivity and effectiveness




SECTION TWO

Expert Coaches.

• So Why Listen To Us?

• What Can We Offer You?




Expert Coaches.So why listen to us?

Randy Steinberg• Randy is the author of two best selling ITSM books “Implementing ITIL – Adapting Your IT Organization to the Coming Revolution in IT Service Management” and “Measuring ITIL - Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives”.

• Randy has been a frequent speaker at a number of itSMF US conferences around the country and was one of the keynote speakers at the national itSMF USA Conference in 2004.

• Randy also serves as the co-chair for the itSMF US Research Committee and edits the ITSM Research Newsletter for that organization.

• Randy has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world.

• He is the co-author of an ITSM methodology and operational framework formerly used by Andersen Consulting (now Accenture) worldwide.

• He was an early ITIL champion while at IBM and also served a stint as Global Head of Service Management for Reuters, a worldwide major media company.

• Randy is currently a Senior ITSM Consultant leading large scale IT Service Management programmes for US clients.




Expert Coaches.So why listen to us?

Robin Yearsley• Robin is responsible for managing the ITSM Inner Circle, with over 3,500 members from all over the world. Robin provides valuable information, advice and resources to assist members with their continuing ITSM education.

• Robin develops online content sites for ITSM professionals and has so far delivered over 500 articles, 37 white papers and 2 Ask The Expert Teleseminars to assist the wider ITSM community with their knowledge and adoption of ITIL.

• Robin has presented at two itSMF UK conferences, specializing in Incident and Problem Management as well as cost reduction and SLA penalty avoidance through process re-engineering and people re-education techniques.

• Robin has over 20 years experience with successfully implementing ITIL and Operations management within three distinct European Organizations specializing in cultural transformation, tool selection and implementation as well as large scale benefits realization.

• He is author of three eBooks: “The S7VEN Sources of Problems”, “Multiple Choice Secrets – for the ITIL Foundation Exam” and “Multiple Choice Practice Exams – for the ITIL Foundation Exam”. He also directly coaches several Foundation students.

• Robin is currently a Senior ITSM Consultant developing Service Design and Modeling capabilities in ITIL and ISO/IEC 20000 for a large European Service Consultancy.




Expert Coaches.

What can we offer you?

• Over 45 years combined ITSM experience

• Passionate about “doing it right first time” and achieving results

• Vast knowledge of what really works in the real world. Pragmatic and focussed

• Awesome partnership who really care about the results you achieve through sharing expert knowledge, methods and practices

We’re Dedicated To Your Success




SECTION THREE

Modules in Detail

• 4 Core Modules in Detail

• 4 BONUS Modules in Detail

• The Welcome Package!




The 4 Core Modules in Detail

• Each Core Module comes with a +60 page slide deck and appropriate accompanying materials (templates, checklists)

• Each Core Module consists of 2 HOURS tuition delivered via Teleseminar over the comfort of your own phone

• Additionally, Core Modules also have 1 HOUR of live Q&A time!

• Each Core Module therefore runs for 3 hours in total

• The focus is to walk through an entire Blueprint, with examples, end-to-end over the entire 12 hours (4 X 3 hours)

• All Core Modules will be available digitally to download too!




Modules in Detail.Core Module #1

TITLE: “Getting Started and Establishing The Vision”

Fully Edited Call Transcripts and Supporting Materials

3 Hours worth of Audio to Keep (Artists Impression of CD’s. Files are download only)

Access the Teleseminar Live- What’s working with other ITIL Implementation efforts- The ITIL Implementation Lifecycle- Overview of the ITIL Implementation Lifecycle Stages- Vision Work Stage – Deeper Dive- Setting a Program Vision, Approach and Goals - Setting and Base Lining your Implementation Program - Managing Stakeholders and Organizational Change- Modeling and Predicting Program Success- Dealing With Resistance – Common Objections- Techniques For Overcoming Resistance- Rounding Out Your Program Vision- Program Organizational Model- Wrapping Up The Vision Work Stage- Alternative Implementation Approach





TITLE: “Moving From Assessments To Actions”



Access the Teleseminar Live

- Assessment Strategies- Assessing the current position of the organization- Assessing current state processes- Process maturity assessments- Assessing current state tools- Using a Technology Heat map- Assessing current state organization and culture- Assessing current state governance and reporting practices- Key Assessment Outputs- Translating assessment findings into action items- Identifying Initial Win Projects- Prioritizing Initial Win Projects with scorings- Examples of Initial Win Projects- The ITSM Programme Office- The Importance of Work breakdown structures- Program Planning tips and techniques





TITLE: “Designing and Building Process Solutions”



Access the Teleseminar Live

- Differences between Initial Win activities and Process Foundation activities- Process fundamentals- Dissecting a process solution- What needs to be in place- Process building Approach and key stages- How to Baseline Process Metrics- Process implementation steps- Examining Processes through ‘lenses’- Considerations and lessons learned from implementing each ITIL process- Organizing for Process change- What Process Owners must understand- Process Owner Key Activities- Implementing Processes: stories and experiences from the front line





TITLE: “Imbedding Solutions into the Organization” Fully Edited Call Transcripts

and Supporting Materials


Access the Teleseminar Live- Deploying ITIL Solutions- Process Transition Strategies- Solution Deployments and Pilots- Release Package Example- Transition Strategies- Organizational considerations and approaches- Aligning ITSM to your Organization- Building Your Organizational Solution (7 steps)- Maintaining the Vitality of your ITSM Solutions- Change deployment checklist- Communication Campaigns and Channels- Imbedding Processes Into The Organization- ITSM Metrics, models and tools- Continual Service Improvement- Closing out




RECAP: The 4 Core Modules

4 X 3 HourTeleseminars

4 X 2 Hours Tuition 4 X 1 Hour ‘Q&A’ Sessions

Audio Downloads to iPod Fully Edited PDF Transcripts Templates and Checklists




The 4 BONUS Modules in Detail

• Each BONUS Module comes with a +30 page slide deck and appropriate accompanying materials (templates, checklists)

• Each BONUS Module consists of 90-120 Minutes tuition

• BONUS Modules will be delivered by experienced experts with years of Real World practical experience

• The focus is to provide you with practical advice, guidance and tips to kick start your implementation or improvement activities

• All BONUS Modules will be available digitally to download to your Computer and iPod




Modules in Detail.BONUS Module #1

TITLE: “How To Implement A“How To Implement A Service Catalog” Service Catalog”


90-120 Minutes of Audio to Keep (Artists Impression of CD’s. Files are download only)

- The benefits of a Service Catalog- How to start your Service Catalog - Service Catalog design and Service Modeling - How to Define IT Services that Align with your Business - How to get started with identifying services for your Catalog - How to avoid the most common mistakes and pitfalls - Proven methods for Service Catalog Design- Planning to implement the Service Catalog – what really works - How to gain business buy-in and alignment- Exploiting the Service Catalog for maximum value- Continual Improvement and catalog refinement – top tips Includes Real World examples and practical advice





TITLE: “How To Implement The CMDB”



- What exactly is the CMDB for anyway?- The real value and benefits of a CMDB- How to begin designing your CMDB- Configuration Items, hierarchy and structure- Common mistakes, challenges and tips for overcoming them- Key stages, considerations and pitfalls- Integration and information capture- How the CMDB adds real value to your organization- CMDB implementation “blueprint” (do’s and don’ts) Keeping your CMDB healthy and alive- Where to get deeper information and what to ask for- Real World examples and advice





TITLE: “Successful Process Introduction”



- Planning for Process Introduction- Policies, Processes, Procedures and Work Instructions- Example documentation and style guidelines- Walkthrough of an ITIL based Process and Procedure- Working with the business for maximum success- Modelling and information collation- Process and Procedure design- Testing your Processes and Procedures- Alignment to the integrated toolset: what really works- Preparing an Implementation and cut-over strategy- How to identify improvements and embed correctly- Managing for efficiency and effectiveness- The people side of process introduction- Organizational acceptance of new working methods- Continual process improvement Example documentation and templates





TITLE: “Leading Transformation”



- Transforming Organizations: Why Change Fails?- The challenges ahead for ITIL Project Managers- The ITIL context: Leading Organizational wide change programmes- The Classical view: Where are we now, Where do we want to be, How do we get there, How will we measure our success, How do we maintain the ongoing momentum and continually improve?- Kotter’s Eight Stage Process for Successful Transformation- Assessing Change capacity within your organization- Critical communication: what you must do across the programme- Managing Expectations: the key to success- Managing Change one person at a time- The importance of being educated- Actually learning from ‘lessons learnt’ Practical advice, techniques and real world examples




RECAP: The 4 BONUS Modules

Real World Advice and Proven Techniques

Kick Start Your OwnImplementations

Leverage the knowledge and collateral of experts




The Welcome Package

Everyone who purchases the Programme will also receive a Welcome Package…

This Package contains important supporting materials that will be shipped directly to your home or office…




The Welcome Package (1 of 2)

• Copy of Randy’s book: -

“Implementing ITIL: Adapting Your Organization To The Coming Revolution in IT Service Management”

“How do you implement ITIL? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the

activities and steps to show results quickly.

This book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products

that should be produced by each process, key tooling functions and more.

This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.”

Editorial Review: From Amazon.com




The Welcome Package (2 of 2)

• Copy of Randy’s Second Book:

“Measuring ITIL: Measuring, Reporting and ModellingThe IT Service Metrics That Matter Most To IT Executives”

• Plus ITSM Modelling Tool CD

“How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?

Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success

factors (CSFs) that resonate with Senior Management.

In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!

This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.”

Editorial Review: From Amazon.com




IT Service Mastery – Putting it all together!

* Over 18 hours of content packed Audio * 8 Fully Edited PDF Transcripts

* 2 Complete Texts plus metrics tool CD * Templates, Checklists & Materials

* Four Question and Answer Sessions * Plus, Unannounced Mystery Bonuses!




Programme Schedule

• When Will The Core Module Teleseminars happen?

• When Will The BONUS Modules be Available in the Download Area?

• When Will I receive my Welcome Pack Containing my Two Core Texts Plus CD?

• Where Can I learn More before I Decide To Purchase the Programme?

• What Do I Have to do next to secure my place on the Programme?



COREMODULES

Wednesday 29th

NovemberThursday 21th

DecemberThursday 14th


December

• All CORE MODULES have 3 hour dial-in Teleseminars.

- Teleseminars always commence at: -

8pm GMT (UK) 9pm GMT+1 (Western Europe)

• If you cannot make the actual live call, no problem, the audios will be available within 24 hours for you via the special download area.

Programme ScheduleWhen Will The Core Module Teleseminars happen?



BONUSMODULES

Wednesday 29th




December

Programme ScheduleWhen Will The BONUS Modules be available in the Download Area?

Saturday 2nd

DecemberSaturday 16th


DecemberSaturday 23rd

December

- Always delivered into the Download Area on the Saturday AFTER the Core Module.



Programme Schedule

When Will I Receive My Welcome Package?

Wednesday 29th




December

Saturday 2nd


DecemberSaturday 9th December

Saturday 23rd December

Welcome Package

• This will be shipped to you before the beginning of the Programme (29th November), so long as

you secure your place on the Programme NO LATER THEN 21st November.

After that date, there may be some delay,if there are any places left.



Imagine the expert knowledge, techniques and best practicesthat you will learn over the four weeks of the Programme?

How Valuable is all this to you?



Programme ScheduleHow Can I learn More before I decide to Purchase the Programme?


• Listen to the special PREVIEW Audio

- Full walkthrough of the 8 Modules

- Explanation of the value and benefits of the Programme

- Details of how to secure your place

- Your Questions Answered

• The Preview Call is available for immediate download

http://www.ITServiceMastery.com/info


http://www.itservicemastery.com/info



Programme ScheduleHow Can I Secure My Place On The Programme?


Securing your place on theProgramme is easy.

Simply Visit: -

http://www.ITServiceMastery.com

