ITIL @ UWM Training

In times of tight budgets, we could not send all of our staff to "official" ITIL training. So we offered up some home grown training to get people accustom to the basic tenets of ITIL and the phases. They produced 3 short video tutorials that briefly discussed the phases (strategy, design, transition, operation & continual service improvement) of ITIL. The videos were followed up by in-person training to do a short review as presented by one of our foundation certified staff and it also focused on one of the first things we went live with, change management. Which is where I come in. I participated in all of the training sessions to talk about our process. 

The training participants were broken in to small groups who got to review a mock change request and act as a change advisory board (CAB). It was fun to hear the discussions of some groups where members were already using our Change Tracker tool. Many of the biggest critics of the process and CAB feedback were the toughest critics of the mock change request nit picking even things the CAB would let slide.

So in general, here are the main points from my part of training:

1. Change Management is not about being an arbitrary road block to getting work done.
2. Change Management is about reducing risk in complex environments and improving communication.
3. Our change management process is working and provided an example.
4. Stressed the need for open and honest feedback on the process.
5. Fill in the rest later...

Marriage of ITIL Process and Project Management

This is a "conversational" diagram that was put together during a series of hallway discussions with one of the project managers. It was meant as a conversation chart of integration points for project management as we try to bring our PM office into the ITSM folds. This chart reflects our low organizational maturity with our ITSM/ITIL initiative.