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ITIL Implementation Workshop Part 1

Getting the Baseline Framework “Right” | 2-Day Interactive Workshop
Download a PDF of the Course Overview and Outline

ITIL Implementation Workshop Part 1 Overview


Getting the Baseline Framework "Right" | 2-Day Interactive Workshop

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Inteq’s ITIL Implementation Workshop Part 1 (of 2) is an expert-facilitated, highly-interactive, collaborative 2-day workshop designed to assist organizations that are ready to move forward with implementing ITIL or are implementing ITIL but are frustrated with the speed, complexity or direction of implementation and/or are not yet getting sufficient value from ITIL.

This is a hands-on workshop (not a certification course) resulting in actionable implementation-focused deliverables. It’s an important distinction. Our ITIL Foundations training, for example, is an excellent certification course that enables participants to glean overall ITSM (Information Technology Service Management) and ITIL (Information Technology Infrastructure Library) baseline knowledge. Our advanced ITIL certification courses such as Change Control, Incident Management, etc. enable practitioners to gain deeper knowledge and advanced skills.

However, there is a significant gap between learning ITIL skills and actually implementing and supporting ITIL in a complex business and IT environment. Inteq’s ITIL implementation workshops (Part 1 and Part 2) bridge this gap to enable your team to successfully implement ITIL and transform business and IT strategy into customer and business value.

This is not a “tools” course. There are many excellent ITSM/ITIL related tools. However, this workshop is tool agnostic. Tools are important, but tool implementation specialists are often focused on “let’s just get this tool going” rather than first getting the framework, processes, governance and implementation plan “right.”

The focus of this workshop is on working with your business, IT and ITIL team to develop and refine an ITIL framework tailored and optimized for your organization, based on best practices and expert knowledge gleaned from the experience of numerous ITIL implementations. The framework will establish the current state of where your organization “fits” in the overall ITIL structure and is an important starting point in Part 2 of the workshop.

Who Should Attend?

  • Executives and managers tasked with IT modernization, digital transformation and/or BPR.
  • IT leadership, management, staff and ITIL practice leads involved in implementing (or restarting) ITSM/ITIL.
  • Business Analysts and Business Relationship Management (BRM) professionals.
  • Business Managers needing a framework for Enterprise Service Management and looking to transform their business processes and practices.
  • And anyone else wishing to understand and/or involved in implementing ITIL in your organization.


Highly interactive and collaborative 2-day workshop


None.  However, ITIL Implementation Workshop Part I is a prerequisite to ITIL Implementation Workshop Part 2


Learning Outcomes

Participants will:

  • View ITSM and ITIL from 360⁰ - IT, business, and strategy;
  • “Get” on the same page regarding implementing ITIL;
  • Learn essential concepts of managing and integrating ITIL processes and functions across ITIL practices;
  • Enable your team to get past planning and develop a viable framework to move forward;
  • Leverage expert experience to resolve your organization’s unique issues;
  • Learn to identify, navigate and mitigate pitfalls;
  • Learn to present the case to leadership regarding the scope and value of ITIL and service management;
  • Understand how to integrate Agile, DevOps, and Cobit into your implementation to maximize value flow;
  • Learn to improve the collaboration among people in key ITIL roles to drive value;
  • Review strategic objectives associated with the ITIL Framework.

Participants receive a comprehensive course workbook, supplemental materials, and a personalized Certificate of Completion indicating CEU
(continuing education unit) credits awarded.

Workshop Topics

Day 1

The ITIL Framework
  • Framework value versus business value
  • Extended systems and sub-systems
  • Organizing Scope for ITIL v3 and ITIL 4
ITSM/ITIL Strategy Cycle
  • Project collaboration via ITIL
  • Interactions between people and processes
  • ITSM/ITIL and Enterprise Service Management (ESM)
Considerations, Roles and Foundations
  • Roles, Hats, Skills within the framework
  • Cultural transformation
  • Envisioning, Aligning and Empowering
  • Governance and Improvement Thinking
Problem Elements of Scope
  • Assessing your situation
  • Methods and Tool components
  • Increasing Performance of Service Assets
  • North Star, Purpose and Objectives

Day 2

Tools and Databases
  • ITSM Tool(s) and Data Repositories
  • Knowledge Management
  • Configuration Management Strategies
ITSM/ITIL Analysis
  • Focusing on the right items
  • SWOT and SWOT alternatives
  • Option Analysis
  • Wrong Approaches
Service Management Starting Points
  • Picking the right Approach
  • Managing Training and Development
  • Governance Planning
  • Communications
Value Proposition Management
  • Framework Definition
  • Risks and Misdirection
  • Business Outcomes Key to Enterprise
Putting it all Together

The prior sections of the course focused on developing a baseline framework for implementing ITIL. The focus of this section is to extend and tailor the baseline framework to the specific and unique requirements of your organization’s business and IT environment.

Inteq is an IIBA endorsed education provider and participants in our training courses receive IIBA Professional Development (PD) hours. Inteq training courses also apply to CBAP® Certification and CCBA® Certification.  

ITIL Implementation Workshop Part I is aligned with ITIL v3 and ITIL 4, BABOK® Version 3.0 Business Analysis Body of Knowledge – including the Agile Extension to BABOK® as well as the PMBOK® Guide - Fifth Edition and PMI’s Requirements Management – A Practice Guide.  


ITIL Implementation Workshop Part 1 Badge Final

Participants Receive

  • Digital Badge of Completion
  • Personalized Certificate of Completion
  • Continuing Education Units (CEUs)
  • IIBA Professional Development Units (PDUs)
  • Electronic Comprehensive Course Manual
  • Supplemental Course Materials
Download a PDF of the Course Overview and Outline

What is the Next Step?

Inteq’s ITIL Implementation Workshops are available onsite at your location. Let’s start a conversation to discuss your ITSM/ITIL objectives in more detail.
Contact Chandra Galloway at 800.719.4627 or cgalloway@inteqgroup.com