© 2006 IT Service Success – Inner Circle Members Only - Confidential I nner C ircle Briefing Pack IT Service Mastery Programme. CONFIDENTIAL Inner Circle

© 2006 IT Service Success – ‘Inner Circle’ Members Only - Confidential

Inner Circle Briefing Pack

ITIT Service Mastery Service MasteryProgramme.Programme.

CONFIDENTIAL

CONFIDENTIAL

Inner Circle Mem

bers Only

Inner Circle Mem

bers Only


CONFIDENTIAL

CONFIDENTIAL

Inner Circle Mem

bers Only

Inner Circle Mem

bers Only

WARNING!WARNING![] The information contained in this exclusive briefing pack

is intended for Inner Circle Members only.

[] The contents of the IT Service Mastery Programmehave been especially prepared to ensure

MAXIMUM VALUE for Inner Circle Members.

[] Participating in this programme could seriously boostyour career prospects in 2007 by equipping you with

an entire Blueprint for successfully implementingand improving ITIL within your organization.

[] All techniques, resources, materials and real worldadvice, guidance and coaching are powerful and

have been proven to change the results andachievements of entire organizations.

[] Please DO NOT continue reading if you are not preparedto learn how to implement these strategies and techniques

and realize accelerated results and significant benefits.

PLEASE READ THIS NOTICE BEFORE CONTINUING

SECTION ONEOverview and Course Highlights

SECTION TWO

SECTION THREE

SECTION FOUR

The Expert Coaches

The Modules in Detail

Benefit, Value and Next Steps

And Finally…

AgendaAgenda

IT Service Mastery – Mastering ITILIT Service Mastery – Mastering ITILTM


CONFIDENTIAL

CONFIDENTIAL

Inner Circle Mem

bers Only

Inner Circle Mem

bers Only

SECTION ONE

Overview and Course Highlights

• What are the goals of the programme? • Who is this programme for?

• What are the key benefits to me?

• What does the programme consist of?

• Why is this programme unique?



• To provide expert tuition and coaching on all aspects of IT Service Management Mastery – focussing on ITIL

• To provide high quality resources and ‘tools’ to enable you to quickly adapt them for use within your organization

• To boost your knowledge of core strategies and techniques in designing, implementing and delivering ITIL projects

• To provide you with key templates and checklists for boosting your organization’s success with initiatives and projects

• To walkthrough and explain how to run a large scale ITIL project from start to finish, step by step

• To highlight real world advice, shortcuts, key considerations and the pitfalls to avoid




What are the goals of the programme?

• ITIL Project Managers

• ITIL Programme Managers

• ITSM Consultants

• Service Managers

• ITIL Process Owners

• Service Improvement Champions

• Quality Assurance Owners

• The list goes on…




Who is the Programme for ?

34%

24%11%

9%

6%

6%5%

5%

ITIL Project Manager

ITIL/ITSM Consultant

ITIL/ITSM Manager

Senior / Exec / CIO

ProcessAnalysis/Support

Change Manager

QA/Audit/Governance

Other




What are the key benefits to me?

• Real world, practical, “How To” advice and guidance • Quality “Blueprint” to model your implementations on

• Fast, actionable techniques to put to immediate use

• Step by step proven approach with templates, checklists and plans – where appropriate

• Listen and learn. Quickly customize materials.

• Easy access. Download to your iPod or computer.

• Time set aside to ask questions and get the answers you are looking for – to help YOU.




What are the key benefits to me?

Additional Benefits:-

- Great source of new ideas, techniques and inspiration

- Build your own 2007 BlueprintBlueprint for success – as you learn each module

- Study and learn in your own time, flexed around your schedule, over four weeks

- Absorb new methods and approaches at your own pace

- Network with other Programme members to share your experiences and leverage best practices


• Four unique Core Modules covering all the key stages of “Where to start”, “How to implement” and “How to measure” ITIL. Proven, real world advice and coaching

• Delivered over four weeks - as four special 120 minute Teleseminars – during November and December 2006

• Step by step expert tuition, supporting slide decks and work sheets - all provided. Strong practical, real world focus

• Full replay access to all audio downloads and materials

• Every Teleseminar will be turned into a fully edited call transcript (PDF) that compliments all slide decks

• Additional materials vary by module but include: templates, work plans, checklists and other relevant supporting items.



What does the programme consist of ?



What does the programme consist of ?

Four Additional BONUS Modules

- Bonus #1 – How To Implement A Service Catalog

- Bonus #2 – How To Implement the CMDB

- Bonus #3 – Successful Process Introduction

- Bonus #4 – Leading Transformation




Why is this Programme unique ?

• This doesn’t exist anywhere else – it’s truly unique!

• Big emphasis on doing it in the “Real World” – not just the theory!

• These modules were highlighted as KEY in the Inner Circle survey

• We’ve packed everything we know into this – over 45 years worth of knowledge, best practice and advice!

• It’s uniquely delivered – you download everything and take it with you – maximizing your productivity and effectiveness

SECTION TWO

Expert Coaches.



• So Why Listen To Us?

• What Can We Offer You?

Expert Coaches.



So why listen to us?

Randy Steinberg• Randy is the author of two best selling ITSM books “Implementing ITIL – Adapting Your IT Organization to the Coming Revolution in IT Service Management” and “Measuring ITIL - Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives”.

• Randy has been a frequent speaker at a number of itSMF US conferences around the country and was one of the keynote speakers at the national itSMF USA Conference in 2004.

• Randy also serves as the co-chair for the itSMF US Research Committee and edits the ITSM Research Newsletter for that organization.

• Randy has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world.

• He is the co-author of an ITSM methodology and operational framework formerly used by Andersen Consulting (now Accenture) worldwide.

• He was an early ITIL champion while at IBM and also served a stint as Global Head of Service Management for Reuters, a worldwide major media company.

• Randy is currently a Senior ITSM Consultant leading large scale IT Service Management programmes for US clients.

Expert Coaches.



So why listen to us?

Robin Yearsley• Robin is responsible for managing the ITSM Inner Circle, with over 3,500 members from all over the world. Robin provides valuable information, advice and resources to assist members with their continuing ITSM education.

• Robin develops online content sites for ITSM professionals and has so far delivered over 500 articles, 37 white papers and 2 Ask The Expert Teleseminars to assist the wider ITSM community with their knowledge and adoption of ITIL.

• Robin has presented at two itSMF UK conferences, specializing in Incident and Problem Management as well as cost reduction and SLA penalty avoidance through process re-engineering and people re-education techniques.

• Robin has over 20 years experience with successfully implementing ITIL and Operations management within three distinct European Organizations specializing in cultural transformation, tool selection and implementation as well as large scale benefits realization.

• He is author of three eBooks: “The S7VEN Sources of Problems”, “Multiple Choice Secrets – for the ITIL Foundation Exam” and “Multiple Choice Practice Exams – for the ITIL Foundation Exam”. He also directly coaches several Foundation students.

• Robin is currently a Senior ITSM Consultant developing Service Design and Modeling capabilities in ITIL and ISO/IEC 20000 for a large European Service Consultancy.

Expert Coaches.



What can we offer you?

• Over 45 years combined ITSM experience

• Passionate about “doing it right first time” and achieving results

• Vast knowledge of what really works in the real world. Pragmatic and focussed

• Awesome partnership who really care about the results you achieve through sharing expert knowledge, methods and practices

We’re Dedicated To Your Success

SECTION THREE

Modules in Detail



• 4 Core Modules in Detail

• 4 BONUS Modules in Detail

• The Welcome Package!

The 4 Core Modules in Detail

• Each Core Module comes with a +60 page slide deck and appropriate accompanying materials (templates, checklists)

• Each Core Module consists of 2 HOURS tuition delivered via Teleseminar over the comfort of your own phone

• Additionally, Core Modules also have 1 HOUR of live Q&A time!

• Each Core Module therefore runs for 3 hours in total

• The focus is to walk through an entire Blueprint, with examples, end-to-end over the entire 12 hours (4 X 3 hours)

• All Core Modules will be available digitally to download too!






Quick Check Back…

Who Determined the Content of each of the 4 Core Modules?

Let’s recap the recent survey results VERY quickly…

CulturePeople Challenges

Time

FundingBusiness Case

Management Buy In

Human Factors

Education

People Issues

Culture People Challenges Time

Funding Business Case Management Buy In

Human Factors Education People Issues




Culture

People Challe

nges

Time

Funding

Business

Case

Management Buy In

Human Facto

rs

Educatio

n

People Issu

es

Culture

People Challenges

Time

FundingBusin

ess Case

Management Buy In

Human Factors

Education

People Issues







12. So I can appreciate your situation fully, please tell me your biggestchallenge or issue with ITIL so far? What's been the biggest ‘headache'?

“ Trying to teach my boss the basics of ITIL, when they think they

already know it! ” “ Definitely Process mapping and metrics ”

“ The issue is not with ITIL but with business culture… no clear

business strategies are communicated ”

“ How to initiate the processes and

get people’s mindsets

changed… ”

“ Resistance to change and also people issues… ”

“ Buy in, the lack of budget and

sponsorship! ”

“ Time Management and finding the right time to do the right things… ”

*Remember What The BIGGEST headaches were?

Time, budget, sponsorship and how to secure/managethem. The second underlying theme was people andcultural change/transformation.

“Getting approval and acceptance is

the BIG issue here… ”

“ It’s really simple… establishing the ITIL business case. Then ‘selling’ it in

the right way… “



© 2006 IT Service Success – ‘Inner Circle’ Members Only - Restricted

15. Thinking about the phases of ITIL and what’s important to you over the next six months – how do the following rate for your personally?

* Remember how important these topics were in the recent survey?



16. Thinking about you personally, what information and resources about ITIL would most benefit you today? (select as many as you like…)

Red Hot Zone

• Strong demand for all information types – shown by “zone”

• How to Implement Metrics/KPI’s and CSF’s narrowly beat “People/Culture” by 3 responses

*REMEMBER: There was a strong demand for all elements of“How To” information backed up by case studies and “tips” forhow to be successful. This was crystal clear from the survey results.


*Remember how important these topics were in the survey?




So, let me show you what’s in each of the Core Modules…

Modules in Detail.



Core Module #1

TITLE: “Getting Started and Establishing The Vision”

Fully Edited Call Transcripts and Supporting Materials

3 Hours worth of Audio to Keep (Artists Impression of CD’s. Files are download only)

Access the Teleseminar Live- What’s working with other ITIL Implementation efforts- The ITIL Implementation Lifecycle- Overview of the ITIL Implementation Lifecycle Stages- Vision Work Stage – Deeper Dive- Setting a Program Vision, Approach and Goals - Setting and Base Lining your Implementation Program - Managing Stakeholders and Organizational Change- Modeling and Predicting Program Success- Dealing With Resistance – Common Objections- Techniques For Overcoming Resistance- Rounding Out Your Program Vision- Program Organizational Model- Wrapping Up The Vision Work Stage- Alternative Implementation Approach

Modules in Detail.



Core Module #2

TITLE: “Moving From Assessments To Actions”



Access the Teleseminar Live

- Assessment Strategies- Assessing the current position of the organization- Assessing current state processes- Process maturity assessments- Assessing current state tools- Using a Technology Heat map- Assessing current state organization and culture- Assessing current state governance and reporting practices- Key Assessment Outputs- Translating assessment findings into action items- Identifying Initial Win Projects- Prioritizing Initial Win Projects with scorings- Examples of Initial Win Projects- The ITSM Programme Office- The Importance of Work breakdown structures- Program Planning tips and techniques

Modules in Detail.



Core Module #3

TITLE: “Designing and Building Process Solutions”



Access the Teleseminar Live

- Differences between Initial Win activities and Process Foundation activities- Process fundamentals- Dissecting a process solution- What needs to be in place- Process building Approach and key stages- How to Baseline Process Metrics- Process implementation steps- Examining Processes through ‘lenses’- Considerations and lessons learned from implementing each ITIL process- Organizing for Process change- What Process Owners must understand- Process Owner Key Activities- Implementing Processes: stories and experiences from the front line

Modules in Detail.



Core Module #4

TITLE: “Imbedding Solutions into the Organization” Fully Edited Call Transcripts

and Supporting Materials


Access the Teleseminar Live- Deploying ITIL Solutions- Process Transition Strategies- Solution Deployments and Pilots- Release Package Example- Transition Strategies- Organizational considerations and approaches- Aligning ITSM to your Organization- Building Your Organizational Solution (7 steps)- Maintaining the Vitality of your ITSM Solutions- Change deployment checklist- Communication Campaigns and Channels- Imbedding Processes Into The Organization- ITSM Metrics, models and tools- Continual Service Improvement- Closing out

RECAP: The 4 Core Modules



4 X 3 HourTeleseminars

4 X 2 Hours Tuition 4 X 1 Hour ‘Q&A’ Sessions

Audio Downloads to iPod Fully Edited PDF Transcripts Templates and Checklists

The 4 BONUS Modules in Detail



Next, let me show you what’s in each of the 4 BONUS Modules…

Remember, this is INCLUDED within the IT Service Mastery Programme…

The 4 BONUS Modules in Detail

• Each BONUS Module comes with a +30 page slide deck and appropriate accompanying materials (templates, checklists)

• Each BONUS Module consists of 90-120 Minutes tuition

• BONUS Modules will be delivered by experienced experts with years of Real World practical experience

• The focus is to provide you with practical advice, guidance and tips to kick start your implementation or improvement activities

• All BONUS Modules will be available digitally to download to your Computer and iPod



Modules in Detail.



BONUS Module #1

TITLE: “How To Implement A“How To Implement A Service Catalog” Service Catalog”


90-120 Minutes of Audio to Keep (Artists Impression of CD’s. Files are download only)

- The benefits of a Service Catalog- How to start your Service Catalog - Service Catalog design and Service Modeling - How to Define IT Services that Align with your Business - How to get started with identifying services for your Catalog - How to avoid the most common mistakes and pitfalls - Proven methods for Service Catalog Design- Planning to implement the Service Catalog – what really works - How to gain business buy-in and alignment- Exploiting the Service Catalog for maximum value- Continual Improvement and catalog refinement – top tips Includes Real World examples and practical advice

Modules in Detail.



BONUS Module #2

TITLE: “How To Implement The CMDB”



- What exactly is the CMDB for anyway?- The real value and benefits of a CMDB- How to begin designing your CMDB- Configuration Items, hierarchy and structure- Common mistakes, challenges and tips for overcoming them- Key stages, considerations and pitfalls- Integration and information capture- How the CMDB adds real value to your organization- CMDB implementation “blueprint” (do’s and don’ts) Keeping your CMDB healthy and alive- Where to get deeper information and what to ask for- Real World examples and advice

Modules in Detail.



BONUS Module #3

TITLE: “Successful Process Introduction”



- Planning for Process Introduction- Policies, Processes, Procedures and Work Instructions- Example documentation and style guidelines- Walkthrough of an ITIL based Process and Procedure- Working with the business for maximum success- Modelling and information collation- Process and Procedure design- Testing your Processes and Procedures- Alignment to the integrated toolset: what really works- Preparing an Implementation and cut-over strategy- How to identify improvements and embed correctly- Managing for efficiency and effectiveness- The people side of process introduction- Organizational acceptance of new working methods- Continual process improvement Example documentation and templates

Modules in Detail.



BONUS Module #4

TITLE: “Leading Transformation”



- Transforming Organizations: Why Change Fails?- The challenges ahead for ITIL Project Managers- The ITIL context: Leading Organizational wide change programmes- The Classical view: Where are we now, Where do we want to be, How do we get there, How will we measure our success, How do we maintain the ongoing momentum and continually improve?- Kotter’s Eight Stage Process for Successful Transformation- Assessing Change capacity within your organization- Critical communication: what you must do across the programme- Managing Expectations: the key to success- Managing Change one person at a time- The importance of being educated- Actually learning from ‘lessons learnt’ Practical advice, techniques and real world examples



RECAP: The 4 BONUS Modules

Real World Advice and Proven Techniques

Kick Start Your OwnImplementations

Leverage the knowledge and collateral of experts

The Welcome Package



Everyone who purchases the Programme will also receive a Welcome Package…

This Package contains important supporting materials that will be shipped directly to your home or office…

The Welcome Package (1 of 2)



• Copy of Randy’s book: -

“Implementing ITIL: Adapting Your Organization To The Coming Revolution in IT Service Management”

“How do you implement ITIL? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the

activities and steps to show results quickly.

This book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products

that should be produced by each process, key tooling functions and more.

This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.”

Editorial Review: From Amazon.com

The Welcome Package (2 of 2)



• Copy of Randy’s Second Book:

“Measuring ITIL: Measuring, Reporting and ModellingThe IT Service Metrics That Matter Most To IT Executives”

• Plus ITSM Modelling Tool CD

“How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?

Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success

factors (CSFs) that resonate with Senior Management.

In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!

This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.”

Editorial Review: From Amazon.com



IT Service Mastery – Putting it all together!

* Over 18 hours of content packed Audio * 8 Fully Edited PDF Transcripts

* 2 Complete Texts plus metrics tool CD * Templates, Checklists & Materials

* Four Question and Answer Sessions * Plus, Unannounced Mystery Bonuses!

Mapping back to the Survey.



Final Check Back to the Survey Results…


Foundation Resoures /

Help Me To Pass9%

Process Introduction / How To Build

11%OTHER

12%

How To Sell ITIL / Prove Value / ROI / Business Case /

Justification15%

Service Catalog / Where To Begin

8%

Managing People and Cultural Change

5%

CMDB / Where To Start / How To Build

One13%

Real World Implementation Advice / How To

Start ITIL27%

17. What’s the number one item that you really need right now? What would help you most? Which area or parts of ITIL should I really focus on?

Areas you want me tofocus on right now…

*Remember: There were the selected group that made senseto consider as “packages” – as shown by the shaded circlesabove.

BLUE = Core ModuleOTHER COLORS = BONUS Module


Real WorldImplementationAdvice / How To

Start ITIL

How To Sell ITIL/Prove Value / ROI /Business Case /

Justification

Managing People

and CulturalChange

Service CatalogWhere To Begin

FoundationResources / Help Me To

Pass


Masters/ManagersResources

CMDB / Where toStart / How To

Build One

You told me that ALL of these were important…

… Let’s look at how they map onto the Mastery Programme....



Masters/ManagersResources

CMDB / Where toStart / How To

Build One

Service CatalogWhere To Begin

FoundationResources / Help Me To

Pass


* Note: Offering #1 and #2 are provided separately to Inner Circle Members

Real WorldImplementationAdvice / How To

Start ITIL

How To Sell ITIL/Prove Value / ROI /Business Case /

Justification

Managing People

and CulturalChange


*Offering #1

*Offering #2

The Programme Covers ALL Key Elements!

Programme Schedule



• When Will The Core Module Teleseminars happen?

• When Will The BONUS Modules be Available in the Download Area?

• When Will I receive my Welcome Pack Containing my Two Core Texts Plus CD?

• Where Can I learn More before I Decide To Purchase the Programme?

• What Do I Have to do next to secure my place on the Programme?

All the answers now follow…



COREMODULES

Wednesday 29th

NovemberThursday 21th

DecemberThursday 14th


December

• All CORE MODULES have 3 hour dial-in Teleseminars.

- Teleseminars always commence at: -

2pm Eastern Time (US) 8pm GMT (UK) 9pm GMT+1 (Western Europe)

• If you cannot make the actual live call, no problem, the audios will be available within 24 hours for you via the special download area.

Programme ScheduleWhen Will The Core Module Teleseminars happen?



BONUSMODULES

Wednesday 29th




December

Programme ScheduleWhen Will The BONUS Modules be available in the Download Area?

Saturday 2nd

DecemberSaturday 16th


DecemberSaturday 23rd

December

- Always delivered into the Download Area on the Saturday AFTER the Core Module.



Programme Schedule

When Will I Receive My Welcome Package?

Wednesday 29th




December

Saturday 2nd


DecemberSaturday 9th December

Saturday 23rd December

Welcome Package

• This will be shipped to you before the beginning of the Programme (29th November), so long as

you secure your place on the Programme NO LATER THEN 21st November.

After that date, there may be some delay,if there are any places left.



Programme ScheduleWhen Can I learn More before I decide to Purchase the Programme?

Wednesday 29th




December

Saturday 2nd




• Myself and Randy Steinberg will be co-hosting a special 60 minute PREVIEW Call on Thursday 9th November

• Full dial-in details will be e-mailed to you tomorrow (Monday 13th)

• If you can’t make the call you will receive a link to the Audio Download of the PREVIEW call - on Friday 10th November.



Programme ScheduleWhen Can I learn More before I decide to Purchase the Programme?

• PREVIEW Call Agenda:-

- Full walkthrough of the 8 Modules

- Explanation of the Value/Benefits of the Programme

- Details of How To Enrol onto the Programme

- Your Questions Answered

• PREVIEW Call Takes Place 2pm ET on Thursday 9th

November, dial in places are limited.

• Full details of the dial in numbers will be e-mailed to you tomorrow (Monday 6th November).



Programme ScheduleWhen Do I have To Do Next To Secure My Place On The Programme?

1st Send me an E-Mail to join the PRIORITY List NOW

- E-Mail me at [email protected]

and place the word “Mastery” in the subject line.

2nd Then, look out for tomorrow’s E-Mail with the dial in details of the PREVIEW call on Thursday.

3rd Listen to the PREVIEW call (or the audio the next day) for the special Link to visit - to ENSURE your place on the Programme.

mailto:[email protected]



IT Service Mastery Programme:

Value, Benefits and the Price

Wednesday 29th




December

Saturday 2nd






Imagine the expert knowledge, techniques and best practicesthat you will learn over the four weeks of the Programme?

How Valuable is all this to you?



Think of the benefits that this Programme will bring to you personallyand your Organization’s IT Service Management Programmes in 2007?

How Beneficial is ALL this to You?



IT Service Mastery Programme

LIST PRICE = $2,495 (USD)

* INNER CIRCLE MEMBER SPECIAL OFFER *

* ONLY UNTIL MIDNIGHT NOVEMBER 16th*

INNER CIRCLE PRICE = $ 997 (USD)

• If you are seriously interested in this exclusive Programme, and you want to secure it at the offer price of just $997, then e-mail Robin to join the Priority List now.

• The E-Mail address is

• Please put the word “Mastery” in the subject line of the e-mail.

IT Service Mastery – Register Now

[email protected]



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© 2006 IT Service Success – Inner Circle Members Only - Confidential I nner C ircle Briefing Pack IT Service Mastery Programme. CONFIDENTIAL Inner Circle