Excellence, Innovation and Technological Foresight
  • Last Update: Apr 17, 2023

About This Course

Course Overview

This training is the only one in the industry that addresses all the important elements required to successfully implement IT Service Management (ITSM) or any process improvement program. ITSM projects must address the integration of specific tasks related to People, Processes, Products and Partners. 

The course structure will follow the ITIL® v3 Planning to Implement Service Management book and UCC’s proven ITSM program/project implementation methodology using the structure: What Is the Vision? Where Are We Now? Where Do We Want To Be? How Do We Get There? Did We Get There? How Do We Keep The Momentum Going?

Who Should Attend

Individuals in an organization who have been given the responsibility to set up and run an ITSM or any other process improvement initiative: IT Support Managers/Directors, ITIL Program/Project Managers/Directors, Process Managers & Process Owners, Any member of a process design or implementation team.

Course Objectives

In this training you will receive the critical knowledge needed to successfully set up your ITSM program and project, establish process governance, build your tool strategy and define your deployment plans to achieve meaningful results. You’ll learn: How to establish a meaningful and executable vision, How to assess your current state and build a business case, How to build an ITSM process roadmap, How to establish an effective project team, How to establish ongoing process governance, How to establish and achieve a Continual Service Improvement (CSI) strategy, How to successfully integrate process design and tool configuration tasks, Critical Success Factors for process automation, Key considerations for establishing a practical communication and training plan, Practical tips for how to gain agreement and buy-in for your new processes.


This is an advanced ITSM implementation training which requires familiarity with ITIL or a related ITSM framework. The learning will be highly focused and intense. You will participate through classroom exercises which will provide you and your organization with a good start toward your ITSM implementation goals.