How to Succeed with ITIL®

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Course Description

This consultant-led, in-depth training and mentoring course is an effective way to introduce an executive management team to the concepts, relationships and benefits of an IT Service Management program using well-accepted IT frameworks, methods and standards.

During the program the participants discuss IT Service Management goals and objectives, service lifecycle management, process objectives, activities, procedures and work instruction development, tool alignment, policy development, relationships, key benefits and critical success factors.

Delivery Format: Instructor-led or Webinar

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

2 days

Course Outline

  • What is IT Service Management?
  • Who Needs It, and Why?
  • What Is the Scope of ITSM?
  • The IT Service Lifecycle
  • Frameworks, Models, and Quality
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operations
  • Service Improvement
  • Process Benefits and Challenges
  • Critical Success Factors
  • Achieving Operational Excellence
  • An ITSM Roadmap


None, although Foundations certification facilitates conversation and planning activities.



Reference Material

Each student will receive a workbook.

Related Courses

ITIL Orientation
ITIL Foundations

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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