ITIL: An Introduction, Positioning and Evaluation

ITIL: An Introduction, Positioning and Evaluation


What is ITIL, why is this important, and how do you introduce ITIL ?

11 October 2006 (14-21)
Location: Business Faculty Brussel (Neder-over-Heembeek)
Presented in English by
Price: 540 EUR (excl. 21% VAT)
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Full Programme:
13h30-14h00
Registration and Coffee/Tea
14h00-14h30
ITIL Overview
  • ITIL: what is it and how is it structured ?
  • Overview of the main ITIL application domains
    • IT service support
    • IT service delivery
    • ICT infrastructure management
  • Why ITIL ?
14h30-15h30
ITIL Context & Positioning
  • ITIL & Quality Management
  • ITIL & IT Governance
    • ITIL as an IT Governance framework
    • CobiT
    • CMM and other (IT) maturity models
    • Balanced Scorecard for IT
15h30-16h00
Coffee/Tea
16h00-17h00
Overview of ITIL Processes
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management
  • Service Level Management
  • Financial Management of IT Services
  • Capacity Management
  • IT Service Continuity Management
  • Availability Management
17h00-18h00
Case Study: ITIL @ Fluxys
(Wim Troost, Fluxys)
  • The ITIL Business Case: why did Fluxys implement ITIL ?
  • How: project steps, implementation aspects, tools support, ...
  • Lessons learned while implementing ITIL.
18h00-19h10
Dinner
19h10-20h30
ITIL implementation
  • ITIL business case
  • ITIL implementation as a Change process
  • Tools for ITIL
  • BS15000 and certification
  • ITIL & Six Sigma
  • ITIL-based Frameworks
    • IPW and the IPW Stadia Model
    • HP ITSM Reference Model
    • Microsoft Operations Framework (MOF)
20h30
Conclusions and Wrap-up
21h00
End of this seminar
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