Putting ITIL® into Practice: Setting Up a New ITIL® Service

Course details

Setting up a new ITIL service may seem overwhelming. There are so many variables to consider that makes each service unique, so how do you ensure you increase your chances of getting it right the first time? This course with instructor Mark Grey gives you the key activities, guidance, and information you will need to ensure you create a minimum viable service. Mark covers the importance of stakeholders and business requirements, documentation, and workshops that can help you overcome the challenges of ambiguity in a workplace to refine business needs.

Learning objectives
Define the key activities you should complete to set up an ITIL service.
Understand the importance of ensuring that policy and process are written collaboratively for maximum effect.
Conduct effective workshops to help you get the data you need.
Deliver your service in an iterative manner with a strategic vision of the future.

Concepts

0. Introduction

01 - Building effective ITIL services
02 - What you should know

1. Service Foundations

03 - Understanding the phases to building
04 - Service maturity - What is minimum viable service
05 - Overview of service design phases
06 - Mock service introduction

2. ITIL 4 Principles - The Skeleton

07 - Understanding how to use the service value chain
08 - Four dimensions of service management
09 - Guiding principles for your service
10 - Reflections - Thinking about the service you are designing
11 - Mock service - Service desk and ITIL 4

3. Business Requirements - Research Phase

12 - Why business and user requirements are essential
13 - The three Ws of discovery
14 - The who - Stakeholder mapping
15 - Workshops for refinement - MoSCoW analysis
16 - Workshops for as is - User journey mapping
17 - User and business needs contention
18 - Remembering Service Level Agreements
19 - Refining the scope of the service
20 - Mock service - Discovery outputs
21 - Preparing for HR tasks - Recruitment

4. Blueprinting a Service - Design Phase

22 - Key activities of service design
23 - Visualizing the user journey - Blueprinting
24 - Mock service - Blueprinting a report request

5. Policy, Process, and Forming the Minimum Viable Service - Design Phase

25 - Mapping out processes - Underneath user journey
26 - Why a policy is important and the key headers
27 - Policy - Purpose and scope
28 - Policy - Roles and responsibilities
29 - Policy - Processes
30 - Policy - SLA and compliance
31 - Housekeeping - Version control and formatting
32 - Getting sign off and show the thing

6. Getting to BAU and Continuous Improvement - Implement Phase

33 - Metrics and measuring performance
34 - Retrospective - How it's going and failing fast
35 - Backlogging improvements and roadmapping
36 - Challenges of a new service versus established
37 - Cost management - A high-level overview of managing budget
38 - Value stream mapping workshop
39 - Marketing your services - Continual user buy-in
40 - Mock service - Continuous improvement

Conclusion

41 - Bringing ITIL services to life