Many people are most likely heard the term “ITIL,” but much less likely to have been involved in the rigorous process of implementing IT best practices to assist in aligning IT services with customer and business needs.

As we all know, the theory of IT best practices is easy but the practice is much harder.  Tough questions abound in practical implementation, such as:

A.  Why should we implement a framework when what we do doesn’t seem to be broken?

B.  How can we justify the expense of implementing “best practices” when the wheels are barely sometimes staying on the cart?

C. How can we organize to get there and create small wins first?

The purpose of this webinar is to help you to enhance your understanding of ITIL so you can clearly articulate…

  1. What it is,
  2. Why it matters,
  3. Where it works,
  4. When does it work for you (and your organization), and
  5. How you go about implementing ITIL.

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Background Information:

The ITIL Service Strategy involves examining the current market needs and existing offerings and creating a plan for services to meet needs. Service Strategy is made up of five separate processes: Service Portfolio Management, Financial Management, Strategy Management for IT Services, Demand Management, and Business Relationship Management.

  1. Service Portfolio Management focuses on managing the portfolio of all offered IT services. Service Portfolio Management ensures that delivered services remain aligned with Service Strategy goals.
  2. Financial Management centers on financial spending and services – the budgeting, accounting, and charging activities of the business. Financial Management also looks at the costs to provide services while maximizing service value.
  3. Strategy Management for IT Services involves examining IT services in the context of overall market position. Strategy Management includes analyzing the market, reviewing current customer needs, and planning for potential market expansion.
  4. Demand Management assesses customer demand against the services provided. Understanding customer’s demands, and balancing that with the capacity, availability, and types of services provided are all part of Demand Management.
  5. Business Relationship Management is the final process in ITIL Service Strategy. Business Relationship Management involves creating and maintaining customer relationships, understanding customer needs, and providing services to meet those needs.

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About the Instructor:

Our expert, Nasser El-Batal, will walk you through each of these components (What, Why, Where, When and How). No prior expertise is required to fully understand that ITIL is all about, and have an Essential Guide to ITIL Framework and Processes in your back pocket.

Also, remember to come ready with your questions, as the sessions are always very interactive.

Nasser has 25 years of experience in IT Service Management Consulting, Training and Coaching deliveries and a successful record of managing Information Technology Professional Services.

Nasser has significant expertise in strategic, tactical and operational matters associated with the Information Technology industry. He is specialized in Enterprise Architecture – ITIL, COBIT and TOGAF. He is result oriented, with initiative and strong leadership ability.

Nasser has delivered hundreds of best practices training courses at different levels of certification. He has worked with a diverse worldwide audience of public and private sector organizations of different core competencies; he is well known by the different accreditors and examination institutes.

Bookings

Bookings are closed for this event.