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Discover how YOU can quickly access Hi, I’m Robin Yearsley and I know from over 15 years personal experience that planning, designing, building, implementing and enhancing ITIL as well as supporting new IT Service initiatives can be a really daunting task. Let me put it this way - the whole way you go about your ITIL initiatives may soon be about to change. As you know, ITIL can often be a BIG drain on an organizations resources and this difficult transformation journey is littered with
tough challenges and frequent obstacles. I mean…
I’m sure you can identify with most of the list - You can probably also think of many more challenges too – some of which you may have faced in recent times… The Truth is: No-one shows you HOW to ‘do’ ITIL
I’m not just talking about implementing ITIL processes, or perhaps a new ITSM toolset, no – really I’m talking about planning, preparing, allocating people, running projects, organizing everyone, how to enhance your current processes - the whole strategic and tactical stages that often carry on for several years within large departments and organizations. The Bottom Line: ITIL can take years!!
You may have recently taken your Foundation, Practitioner or Manager’s exam and passed – well done! – but have you then found yourself saying, “What Do I Do Next…?” Also, you could have been pretty ‘lucky’ and worked with other people who have done it before and actually learnt ‘on the job’ and gained vital experience, but…
Value Pack
First, look at what’s inside CORE MODULE ONE…
The Vision”
and Resources
Core Module 1 Content
For every Core Module, there are also supporting materials…
This 61 page Word document presents Guiding Principles and statements about how IT Services should operate. This document presents a number of principles for each ITIL process and some general IT areas that cross all the processes including: ‘well designed’ and ‘poorly designed’ principles, as well as guiding principles ‘by category’. For each example a sample scenario is provided, along with the matching rationale and the implications that require consideration. Organization, Technology, Data, Service Desk and the 10 Core ITIL Processes are all illustrated well in this document.
This 4 page Word document provides a phased checklist containing over 80 considerations when changing people’s behaviors and thinking in the business organization. The checklist covers eight key phases: Define the Change strategy, build commitment, create the vision, deliver business, develop leadership, develop culture, manage people performance and migration; and design the organization.
This 12 page Word Document provides a structured template for putting your ITIL Communications Plan together. It provides a common table for documenting and tracking the communications messages for the ITIL Implementation Program. Part one covers the essential aspects of the plan whilst part two provides a 5 page in-depth communications matrix that you can overtype as desired.
This 19 page Word Document provides a detailed approach for planning and pulling your communications strategies together. This covers: communications program components, strategy overview, example delivery planner, example work plan and a glossary of terms.
This handy 5 page Word Survey can be used to identify how people view the current IT service delivery culture as it exists today. Across 26 key areas you can obtain vital information about what’s ‘most like me’ and ‘least like me’ for anyone completing it. The survey is all ready for you to customize and contains scoring guidelines that can easily be adapted for your own use.
This powerful little 3 page Word survey can be used to identify focus areas that may be driving the IT interest towards implementing ITSM solutions. Containing scoring and weighting guidelines to assist you – this survey will highlight key areas to ‘go at’.
This 3 page Word survey can be used to identify how IT staff are currently spending time on value and non-value tasks. This simple, yet powerful, survey can provide evidence for building a solid ROI for an ITIL effort with senior executives.
This 63 Row Excel Spreadsheet contains all the work steps and deliverables (as shown in the Implementing ITIL book). In additional it highlights who is: Responsible, Accountable, Consulted and Informed (RACI) at each step. Use this to quickly build your plan and to identify your resources.
This 24 page Word document provides a comprehensive list of all role types that would be involved with your ITIL program, as well as role descriptions and skill levels you might require. Each role is then assessed against 16 separate ‘skill traits’ and graded by skill level.
This Word document presents a great example of a metrics model that was used for a real ITIL Implementation Program done by another company. This model provided the baseline for that program upon which later success was measured. You can determine your own programs: benefits, success factors, metrics, calculation, baseline, target and assumptions – all on one table.
This Word document shows sample content from an actual web site page of a major global company that was implementing ITIL. The page presents a global CIO perspective of the implementation effort that was communicated to the entire company.
This 5 page Word survey identifies key benefits areas that stakeholders would like to see from ITSM solutions. It contains over 40 benefit areas to survey and a scoring mechanism to assist you.
This Word document presents an example of a stakeholder map from a previous ITIL implementation effort. The map highlights the ‘position’ of six example stakeholders across: priority, stance, influence, role, WIIFM, concerns and actions needed. This is a really fast way of ascertaining the current political landscape too!
This 10 Page Word document presents a detailed set of 24 essential items to consider and plan for as you get your implementation effort started. The focus is on organizing your effort, getting teams ready and putting program management mechanisms into place at the start to avoid getting blind sided. If you take care of many of these items from the outset – they will assist you greatly in your transformation journey!
This 5 Page Word document presents five specific examples of how the business (the internal customers of IT) expectations are set and the implications for IT people. This white paper is just designed to get IT people thinking “externally” about the services they provide. It could also be used in a workshop environment to generate debate and new ideas.
This 5 Page Word document describes a workshop agenda and approach for getting consensus around a vision statement for an ITSM program – this has been proven – it works in the real world in less than 2 hours.
Now, look at what’s inside CORE MODULE TWO… To Actions”
Core Module 2 Content
Now, look at all these Inclusive Supporting Materials… Core Module Two Supporting Materials
This Excel Spreadsheet provides a template for adding assessment findings and then scoring them using the techniques described in the Core Module Two. It also contains 39 pre-populated real world examples that you can use to cross reference against your own findings, or just for learning more about identifying the benefits to be gained from addressing certain ‘pain points’.
This whitepaper provides a mapping between the BS7799 Security management standard and the ITIL processes that support that standard.
This document fully describes the CMMI Management standards for Security Management services.
This excellent PDF whiteboard presentation from CIO Insight provides a full set of assessment criteria for assessing the maturity level of your organization. There are five levels of alignment across the six critical aspects of your organization: Communication, Metrics, Governance, Partnership, Technology and Human Resources. Use this whiteboard to plan and assess your levels of maturity.
This presentation provides a very high level overview for implementing Security Management services.
This 11 Page Word document provides 30 real world examples (by process discipline) of the types of quick win projects that you could uncover during your assessment. Each of the 30 specific examples also reference typical project activities that could be undertaken. As well as a great reference source, this also document contains more than 100 project activity ‘bullets’ depicting what you would need to actually do. This can really kick start your implementation activities.
This packed 4 Page Word document presents you with a master list of Initial Win Projects for each of the 10 core ITIL V2 Processes (Service Support and Service Delivery). It can be used as a reference for the kinds of Initial Win Projects that your company may wish to undertake. Over 60 real world examples are listed, by Process.
This 55 Row Excel Spreadsheet contains the work steps, accountability and deliverables for the Assessment Work Stage as shown in the Implementing ITIL book. It lists what needs to be done across the 10 key stages from ‘managing the work stage’ through to ‘obtain go-forward agreement’.
This 37 Row Excel Spreadsheet contains all the work steps, accountability and deliverables for the Initial Wins Work Stage as shown in the Implementing ITIL book. It lists what needs to be done across 9 key stages from ‘manage initial win projects’ through to ‘Distribute and Install Solution’.
This 48 Row Excel Spreadsheet contains a’’ the work steps, accountability and deliverables for the Planning Work Stage as shown in the Implementing ITIL book. It lists what needs to be delivered across 8 key stages from ‘managing the planning work stage’ through to ‘obtain go-ahead decision’.
This highly detailed 12 ‘sheet’ Excel Spreadsheet provides an excellent example of progress reporting to executives and management for an IT Service Management Program. The ‘sheets’ cover: Overall Implementation Progress, Weekly Progress Tracker, Implementation Milestones (for each of the 10 Processes) and a high level summary status against the overarching program objectives. Plus – within each Process ‘sheet’ there are between 15 and 30 real world examples of project milestones for you to consider against your own plan.
This 3 Page Word document provides a table of seven criteria for assessing ITIL processes and tool state. It categorizes each ranking according to its CMMI maturity level from Level 1 – Unfocussed, through to Level 5 – World Class. You can quickly apply this to your current state and your desired state to help ensure that your prioritized quick win projects will get you where you need to be.
This is the official Office of Government Commerce (OGC) self-assessment Excel spreadsheet for ITIL Service Delivery. It provides a quick way to assess current process state and automatically calculates maturity level with maturity charts. It is not widely used because it looks overbearing at first – but the questions raised – when answered – will help you assess your processes individually.
This is the official Office of Government Commerce (OGC) self-assessment Excel spreadsheet for ITIL Service Support. It provides a quick way to assess current process state and automatically calculates maturity level with maturity charts. As before, this is often not used, but will produce some rapid results if you obtain the correct answers from your Process Owners.
This Excel Spreadsheet provides you with an excellent template for assessing the value of installed IT Service management tools and products and producing your very own ‘heat map’. With over 70 examples provided, you can clearly see how current technology is performing across Service Support, Service Delivery and Infrastructure Management. Interestingly, the Infrastructure Management section lists 30 distinct focus areas which will prove vital in your efforts to understand exactly what value each tool is currently realizing. CORE MODULE THREE… Process Solutions”
Core Module Three Content
Here’s the breakdown of your inclusive materials: -
This 5 ‘sheet’ Excel spreadsheet provides a template for recording and conducting a Business Impact Analysis study. It is pre-populated with sample data to help you understand how you can create your own. This is a great example to use when working through your own Impact Analysis Template.
This 14 Page Word document provides step-by-step instructions for how to use and fill out the Business Impact Analysis Template (above). Every step is explained and examples provided to help you through it. This is a tutorial in itself about how to design and document your entire Business Impact Assessment.
This detailed 17 Page Word document is an entire set of Operating Guidelines for Change Management and presents a policy for establishing and operating an ITIL Change Management Advisory Board (CAB). Contents include: CAB roles, membership, meetings, approvals, governance, timelines, CAB approval criteria and management activities. This is ready to customize and use!
This 4 Page Word document provides a detailed example table that describes criteria for categorizing changes. Use this table to help draw up your own guidelines for categorizing changes.
This clever 6 ‘sheet’ Excel spreadsheet provides a handy approach for documenting your process flows using a flowchart type of approach in Excel. It includes two examples taken from another Industry as well as all the chart symbols that you can copy into your own Excel spreadsheets. A great time saver!
This 14 Page Word document provides a detailed example of an escalation process for handling incidents. You can work through it with your teams to create your own version or use it to help educate others in the tricky are of Incident Escalation.
This Word document explains an example of service targets for recovering services impacted by incidents. Ten Process Timeframe Examples are shown across Sev 1, Sev 2 and Sev 3 Incidents.
This 14 Page Word document provides an excellent introduction to how a
This 70 Row Excel Spreadsheet contains all the work steps, accountability and deliverables for the Foundation Work Stage as shown in the Implementing ITIL book, across 13 essential areas.
This Word document shows a matrix of key service levels in a table format that is designed to be reviewed and used to help you build your own. The table clearly shows the associations between SLM, Incident and Problem – in
This 27 Page Word document provides a detailed example template and an example of an Operational Level Agreement (OLA). This OLA defines the business critical applications, performance targets, measurements, necessary roles and responsibilities that are required in order to support Service Levels for the Service Management Organization. It also includes 8 support roles and their responsibilities plus an example escalation and notification process.
This 15 Page Word document provides a populated template for describing an OLA based around a Release Management Policy between an internal support team and the IT Services Organization.
This 18 Page Word document provides a detailed example of a real world, in depth policy document, that goes beyond the level of detail usually required. It has been included to provide you with vital background and key headings – in case you also require such detail. This document also includes 7 key recommendations for managing the quality of the Process.
This 3 Page Word document provides a basic list of 23 fields that you would wish to include on your own RFC form – or within your Service Management toolset.
This 16 Page Word document provides an excellent example of an IT Service Catalog. It highlights a number of key services and shows you what headings and text are suitable. In addition, it also defines severity levels and closes out with a well formatted Target Service Summary table. Look what’s inside CORE MODULE FOUR…
Into The Organization”
Core Module Four Content
Core Module Four Supporting Materials Here’s the breakdown of your inclusive materials: -
This Word document provides a handy template for identifying and documenting IT Service management toolsets that may be in place in business units that are outside of the IT organization. It gets you thinking about what tools are actually doing!
This two sheet Excel spreadsheet provides one worked example and one completely blank template for helping you to document the results of an Ishikawa problem analysis (root cause) session using the fishbone diagramming technique. A very powerful root cause elimination tool.
Written for the CIO by the CIO Executive Council, this white board presentation in PDF format identifies key components, practices and principles for aligning IT with the business. This is an excellent reference source for identifying areas where your program will derive value from. Also includes an excellent definition of what IT value actually means.
This 26 row Excel spreadsheet actually contains all the work step activities, accountabilities and deliverables for the Control Work Stage, as shown in the Implementing ITIL book. You can use this to build your own plan from and accelerate your ITIL implementation.
This simple, but effective 8 slide presentation pack presents one approach for a full IT Service Management operating organization. You can use this to review against your own structure or consider it when designing your new organization.
This excellent 12 slide presentation pack describes a complete ITIL Process Deployment Plan showing major work steps and key timeframes.
This detailed 40 slide presentation pack describes a certification process for releasing new service releases into the production environment. It also includes two valuable themes: the Request for Service (RFS) process and six certification gates, with examples.
This powerful four sheet Excel spreadsheet provides a 12 step service risk and vulnerability model to provide you with an approach for using the CRAMM technique to assess the risk levels of an IT service. This is especially useful as a starting point for problematic IT services to identify where to focus service improvement efforts.
This thought provoking 9 page PDF white paper (produced by James J. Rooney and Lee N. Vanden Heuvel from ABSG Consulting) provides a superb introduction to Root Cause Analysis techniques for Problem Managers and Analysts. It is featured within the program because there is nothing better on this topic anywhere!
This 13 slide presentation pack takes you through the 12 key considerations when running a CAB meeting. It describes a detailed CAB agenda and approach as well as what to do at each stage.
This three sheet Excel spreadsheet provides a clever tool that can be used for estimating staffing levels on an IT Service Desk or Help Desk. Simply key in your model numbers and out pops the recommendations. You can use this as the basis for your own more complex models too. Plus, you also get secure online access to …
2 Great IT Service eBooks!
Written by Randy Steinberg, co-producer of this entire Value Pack, these two complementary core texts provide the background details and many examples referenced within the sections of the four core modules. Hundreds of pages packed full of great ideas and advice. Implementing ITIL is a now an established worldwide best seller and is full of reference charts where you can easily find things such as service organization role descriptions, input and output dependencies for every ITIL process or function, the work products that should be produced by each process, key tooling functions and much much more.
Measuring ITIL is a practical guide that shows you the operational metrics to use and how these can be calculated into your selected Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In addition, this book also comes complete with two helpful modeling tools that cover all ITIL V2 processes in detail. But that’s not all, you also get these 4 Bonus Modules… As well as the FOUR CORE modules, this program comes complete with an additional 4 Bonus Modules, each covering a specific Service Management discipline. Each one if packed full of top tips and implementation advice. 4 Additional BONUS Modules “How to Implement a Service Catalog”
* 30 Page Slide Deck * 60 Minute Expert * Full Call Transcript of the * Plus 12 Excellent This specially produced bonus module will guide you step-by-step on how to design, build, test, implement and align your Service Catalog.
- Actual screenshot -
BONUS #2 “How to Implement the CMDB”
This specially produced bonus module will help you to design, build, test and implement your CMDB. It actually reveals many tactics and strategies that help keep the CMDB healthy – something that is essential to your ability to support all the services that you run.
- Actual Screenshot - “Successful Process Introduction”
* Full Call Transcript of * Plus 10 Excellent This exclusive bonus module will help you to plan, design, build, test, align and implement existing and forthcoming ITIL V3 processes. The techniques described are applicable for ALL service management processes.
- Actual Screenshot - This bonus module actually underpins Core Module 3 and covers techniques and examples that you can use to help you design and build new processes or enhancements to existing processes. BONUS #4 “Leading Transformation”
* 25 Page Slide Deck
* 50 Minute Expert * Full Call Transcript of * Plus 10 Excellent This revealing bonus module takes you ‘behind the scenes’ of ITIL Implementations and reveals how leading transformation is the number one critical success factor in ensuring your next ITIL implementation is going to be a big success.
- Actual Screenshot - Order today and claim these 3 exclusive Fast Mover Bonuses! Fast Mover Bonus #1
Real World Examples of ITIL Assessment Reports and a Full Presentation Pack * 2 Example Assessments in WORD format – all ready for you to ethically ‘copy’ the sections you need! * Detailed Presentation Pack – includes the ready-to-use Scorecard format!
ITIL Assessment Report #1 – This 64 Page Detailed Word Report (using the OGC’s
These three documents would easily cost you over $5,000 in Consultants fees alone! You get them all as part of Fast Mover bonus #1
Fast Mover Bonus #2
10 Detailed ITIL V2 Based Process Best Practice Guides
* 10 Word Documents – all ready for you to customize * Excellent education resources and in-depth guidance * Process interfaces (with the 9 other Processes) for each Process proven in the field Every Process Guide contains: -
Now, consider the page count:- Availability Management – 38 Pages Capacity Management – 33 Pages Change Management – 67 Pages Configuration Management – 51 Pages Financial Management – 52 Pages Incident Management – 88 Pages IT Service Continuity Mgt – 41 Pages Problem Management – 35 Pages Release Management – 43 Pages Service Level Management – 41 Pages Total Page Count 489 Pages
You get all 10 Best Practice Plus if you order today, you will also receive…
Fast Mover Bonus #3
Exclusive New Audio, Need To Know! ITIL version three launched globally in May 2007 and I want to help ensure that all Mastery owners stay ahead of the competition. So, included with the program is this exclusive new audio, slide deck and fully edited transcript all about the considerations you need to be aware of for ITIL V3.
This special bonus will be an exclusive update for all Mastery Program owners. Inside, you will learn the highlights of:-
a high quality and truly independent perspective on the most important thing to happen to ITIL in years!
Note: This bonus available for your immediate access. This ensures that you have all the latest knowledge at your fingertips and brings the entire Value Pack right up to date. Value = $179 Really Worth to You?
* By utilizing the IT Service Mastery Program you can accelerate your development and benefit from over 25 years of real world, proven ITSM knowledge and expertise. * An ITSM Consultant would typically charge upwards of $1,000 per day to create just a fraction of what this unique Program offers you right now.
Your two ITSM eBooks require separate Adobe registration which is free. Full details are provided on sign-up. Please allow 48 hours to fully activate.
PLUS – You Also Have My Personal Guarantee.
If you are not 100% satisfied, then email me within 7 days of your purchase date, to get a full refund. It’s that simple. Okay, let’s wrap things up…
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To Your Service Success!
Co-Creator of the IT Service Mastery™ Value Pack
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