ITIL Implementation - Training - Revision history

Andrea at 14:00, 5 April 2022

2022-04-05T14:00:28Z

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Andrea at 11:38, 10 November 2019

2019-11-10T11:38:58Z

Show changes

Andrea at 16:59, 29 March 2019

2019-03-29T16:59:19Z

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	<td>Author:</td>		<td>Author:</td>
	<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>		<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
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Andrea at 08:45, 28 April 2017

2017-04-28T08:45:55Z

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Andrea at 16:20, 31 January 2016

2016-01-31T16:20:53Z

← Older revision		Revision as of 18:20, 31 January 2016
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	<itpmch><title>ITIL ~~Key Performance Indicators~~ \| IT Process Wiki</title>		<itpmch><title>ITIL Implementation - Training \| IT Process Wiki</title>
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	<meta name="description" content="Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume." />		<meta name="description" content="Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume." />
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	====<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====		====<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====

	[[image:thumb-itil-process-overview.jpg\|~~frame~~\|right\|alt=ITIL overview diagram\|Figure 1: ITIL process overview]]		[[image:thumb-itil-process-overview.jpg\|thumb\|400px\|right\|alt=ITIL overview diagram\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-itil-process-overview.jpg\|Figure 1: ITIL process overview]]
	<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies ''(see [[media:thumb-itil-process-overview.jpg\|Figure 1]])''.		<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies ''(see [[media:thumb-itil-process-overview.jpg\|Figure 1]])''.

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	<html>		<html>
	~~<div class="thumb tright">~~		<a href="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html" ><img src="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint-video.jpg" width="253" height="150" class="thumbimage" alt="Video: ITIL Process Map for Visio and SharePoint" title="Start the video: The ITIL Process Map for Visio and SharePoint" style="display: block; float: left; margin-left: 10px; margin-bottom: 10px; margin-right: 30px" /></a>
	~~<div class="thumbinner" style="width:255px;">~~<a href="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html~~" class="image~~"><img ~~alt="Video: ITIL Process Map for Visio and SharePoint" title="Start the video: The ITIL Process Map for Visio and SharePoint"~~ src="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint-video.jpg" width="253" height="150" class="thumbimage" ~~/></a>~~		<p style="margin-top: 0;">Sharing your ITIL processes throughout your organization:</p>
	~~<div class~~="~~thumbcaption~~"~~><a class~~="~~external text" href="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html">Watch~~ the video: The ITIL Process Map for Visio and SharePoint</a></~~div>~~		<p>In this video we demonstrate how you can use the ITIL process model for Visio in combination with SharePoint® for publishing your ITIL processes.</p>
	~~</div>~~		<p>Watch the video: "<a href="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html" title="Start the video: The ITIL Process Map for Visio and SharePoint">The ITIL Process Map for Visio and SharePoint</a>" Duration: 7:11 min.]
	~~</div~~>		<br style="clear:both;"/></html>
	<p>~~Video:~~ Sharing your ITIL processes throughout your organization~~. -~~ In this video we demonstrate how you can use the ITIL process model for Visio in combination with SharePoint® for publishing your ITIL processes.</p>
	</html>
	<br style="clear:both;"/>
	<p> </p>		<p> </p>

Andrea at 12:47, 18 September 2015

2015-09-18T12:47:18Z

← Older revision		Revision as of 14:47, 18 September 2015
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			<div class="thumbinner" style="width:255px;"><a href="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html" class="image"><img alt="Video: ITIL Process Map for Visio and SharePoint" title="Start the video: The ITIL Process Map for Visio and SharePoint" src="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint-video.jpg" width="253" height="150" class="thumbimage" /></a>
			<div class="thumbcaption"><a class="external text" href="https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html">Watch the video: The ITIL Process Map for Visio and SharePoint</a></div>
			</div>
			</div>
			<p>Video: Sharing your ITIL processes throughout your organization. - In this video we demonstrate how you can use the ITIL process model for Visio in combination with SharePoint® for publishing your ITIL processes.</p>
			</html>
			<br style="clear:both;"/>
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	→ Back to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''		→ Back to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''

Andrea at 11:52, 17 September 2014

2014-09-17T11:52:35Z

← Older revision		Revision as of 13:52, 17 September 2014
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	\| style="border-bottom:1px solid grey;" \|<big><strong> Step 10: ITIL Process Implementation and Training </strong></big>		\|style="border-bottom:1px solid grey;"\|<big><strong>Step 10: ITIL Process Implementation and Training</strong></big>
	\|}		\|}

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	==== Objective of this Project Step ====		===<span id="Objective of this Project Step">Objectives</span>===

	* Build-up of knowledge about ITIL		*Build-up of knowledge about ITIL
	* Training of the employees participating in the new processes in the use of new or changed application systems		*Training of the employees participating in the new processes in the use of new or changed application systems
	* Instruction and information of customers		*Instruction and information of customers
	* Making the new processes a part of everyday working practice		*Making the new processes a part of everyday working practice

	<p> </p>		<p> </p>

	==== Description ====		==Description==

	First of all process participants must be made familiar with the new processes. This implementation guide made sure at various points that those participants are involved in the process design early on, so in most cases there should be no need to explain how processes will change.		First of all process participants must be made familiar with the new processes. This implementation guide made sure at various points that those participants are involved in the process design early on, so in most cases there should be no need to explain how processes will change.
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	There might be additional training measures at different levels:		There might be additional training measures at different levels:

	* Background knowledge on ITIL is decisive for the success of the new processes and should be made available to all parties involved; basic ITIL training may take place at the beginning of the project for important key players, so that they are able to convey the ITIL principles to the other project participants.		*Background knowledge on ITIL is decisive for the success of the new processes and should be made available to all parties involved; basic ITIL training may take place at the beginning of the project for important key players, so that they are able to convey the ITIL principles to the other project participants.

	* Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume		*Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume

	* After the implementation of a new or changed application system, training measures with regards to its operation may be necessary		*After the implementation of a new or changed application system, training measures with regards to its operation may be necessary

	* As a supplement, trainings which contribute to the improvement of the IT organization’s public image may be considered ("How do I handle critical clients?")		*As a supplement, trainings which contribute to the improvement of the IT organization’s public image may be considered ("How do I handle critical clients?")

	* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.		*Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.

	<p> </p>		<p> </p>
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	'''''Communicate process changes early and to all parties involved.'''''		'''''Communicate process changes early and to all parties involved.'''''

	* ''If the process participants learn of the new processes only at this stage, a lack of acceptance will be inevitable. As many employees as possible should therefore be involved in the design of the processes during the earlier project phases.''		*''If the process participants learn of the new processes only at this stage, a lack of acceptance will be inevitable. As many employees as possible should therefore be involved in the design of the processes during the earlier project phases.''

	<p> </p>		<p> </p>

	==== Prerequisites ====		==Prerequisites==

	* [[ITIL Implementation - Process Structure\|Process overviews]] (process breakdown)		*[[ITIL Implementation - Process Structure\|Process overviews]] (process breakdown)
	* [[ITIL Implementation - Process Interfaces\|Interfaces of the ITIL processes]] to be introduced		*[[ITIL Implementation - Process Interfaces\|Interfaces of the ITIL processes]] to be introduced
	* [[ITIL Implementation - Process Design\|Detailed process descriptions]] in the form of ITIL process flows		*[[ITIL Implementation - Process Design\|Detailed process descriptions]] in the form of ITIL process flows
	* [[ITIL-Checklists\|Guidelines/ checklists]]		*[[ITIL-Checklists\|Guidelines/ checklists]]
	* [[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]		*[[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]
	* Definitions of the [[ITIL-Checklists#ITIL 2011 Templates\|process outputs]]		*Definitions of the [[ITIL-Checklists#ITIL 2011 Templates\|process outputs]]

	<p> </p>		<p> </p>

	==== Results/ Deliverables ====		==Results/ Deliverables==

	* Informed IT staff		*Informed IT staff
	* Informed clients		*Informed clients

	<p> </p>		<p> </p>

	==== Success Factors ====		==Success Factors==

	* As already stated, all parties concerned should be invited to co-operate and introduce their experiences throughout the project course.		*As already stated, all parties concerned should be invited to co-operate and introduce their experiences throughout the project course.

	<p> </p>		<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====		====<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====

	[[image:thumb-itil-process-overview.jpg\|frame\|right\|alt=ITIL overview diagram\|Figure 1: ITIL process overview]]		[[image:thumb-itil-process-overview.jpg\|frame\|right\|alt=ITIL overview diagram\|Figure 1: ITIL process overview]]
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	→ ~~back~~ to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''		→ Back to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''

	<p> </p>		<p> </p>

	<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>		==[ Infobox ]==

			<html><table class="wikitable">
			<tr>
			<td>Link to this page:</td>
			<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Implementation_-_Training">https://wiki.en.it-processmaps.com/index.php/ITIL_Implementation_-_Training</a></td>
			</tr>
			<tr>
			<td>Languages:</td>
			<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_Training">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Adiestramiento">español</a></span></td>
			</tr>
			<tr>
			<td>Image:</td>
			<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/c/c4/Thumb-itil-process-overview.jpg" title="ITIL process overview">ITIL process overview (.JPG)</a></td>
			</tr>
			<tr>
			<td>Author:</td>
			<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
			</tr>
			</table></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->

Andrea: /* Relevant Views of the ITIL Process Map */

2013-06-28T14:37:43Z

Relevant Views of the ITIL Process Map

← Older revision		Revision as of 16:37, 28 June 2013
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	* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.		* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.

			<p> </p>

			'''''Communicate process changes early and to all parties involved.'''''

			* ''If the process participants learn of the new processes only at this stage, a lack of acceptance will be inevitable. As many employees as possible should therefore be involved in the design of the processes during the earlier project phases.''

	<p> </p>		<p> </p>
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	* [[ITIL-Checklists\|Guidelines/ checklists]]		* [[ITIL-Checklists\|Guidelines/ checklists]]
	* [[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]		* [[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]
	* Definitions of the process outputs		* Definitions of the [[ITIL-Checklists#ITIL 2011 Templates\|process outputs]]

	<p> </p>		<p> </p>
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	<p> </p>		<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====		==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====

	<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies~~. For detailed information about processes, the detailed process flows and~~ [[~~ITIL~~-~~Checklists~~\|~~ITIL checklists~~]] ~~are useful resources~~.~~</span>~~		[[image:thumb-itil-process-overview.jpg\|frame\|right\|alt=ITIL overview diagram\|Figure 1: ITIL process overview]]
			<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies ''(see [[media:thumb-itil-process-overview.jpg\|Figure 1]])''.

	<p>~~&nbsp~~;</p>		For detailed information about processes, the detailed process flows and [[ITIL-Checklists\|ITIL templates]] are useful resources.</span>

			<br style="clear:both;"/>

	→ back to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''		→ back to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''

	<p> </p>		<p> </p>
	<p>~~&nbsp~~;</p>
			<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->

Andrea at 17:29, 16 September 2011

2011-09-16T17:29:02Z

← Older revision		Revision as of 19:29, 16 September 2011
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			<p> </p>

	Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new ITIL processes.		Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new ITIL processes.

			<p> </p>

			==== Objective of this Project Step ====

			* Build-up of knowledge about ITIL
			* Training of the employees participating in the new processes in the use of new or changed application systems
			* Instruction and information of customers
			* Making the new processes a part of everyday working practice

			<p> </p>

	==== Description ====		==== Description ====
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	* After the implementation of a new or changed application system, training measures with regards to its operation may be necessary		* After the implementation of a new or changed application system, training measures with regards to its operation may be necessary

	* As a supplement, trainings which contribute to the ~~im-provement~~ of the IT organization’s public image may be considered (~~„How~~ do I handle critical clients?“)		* As a supplement, trainings which contribute to the improvement of the IT organization’s public image may be considered ("How do I handle critical clients?")

	* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.		* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.

	~~==== Objective of this Project Step ====~~		<p> </p>

	* Build-up of knowledge about ITIL
	* Training of the employees participating in the new processes in the use of new or changed application systems
	* Instruction and information of customers
	* Making the new processes a part of everyday working practice

	==== Prerequisites ====		==== Prerequisites ====
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	* [[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]		* [[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]
	* Definitions of the process outputs		* Definitions of the process outputs

			<p> </p>

	==== Results/ Deliverables ====		==== Results/ Deliverables ====
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	* Informed IT staff		* Informed IT staff
	* Informed clients		* Informed clients

			<p> </p>

	==== Success Factors ====		==== Success Factors ====

	* As already stated, ~~coaching should not serve the purpose of confronting process participants with newly designed processes for the first time;~~ all ~~affected persons~~ should ~~rather~~ be invited to co-operate and introduce their experiences ~~during~~ the project course.		* As already stated, all parties concerned should be invited to co-operate and introduce their experiences throughout the project course.

			<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====		==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====

	<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies. For detailed information about processes, the detailed process flows and checklists are useful resources.</span>		<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies. For detailed information about processes, the detailed process flows and [[ITIL-Checklists\|ITIL checklists]] are useful resources.</span>

			<p> </p>

			→ back to: '''[[ITIL Implementation\|ITIL Implementation (main page)]]'''

			<p> </p>
			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL implementation]]
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Andrea at 18:31, 26 July 2011

2011-07-26T18:31:08Z

← Older revision		Revision as of 20:31, 26 July 2011
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			<seo metakeywords="itil training staff, itil training employees" metadescription="Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume." />
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			Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL Process Implementation and Training\|100px
			rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL_Implementation_-_Training diese Seite auf Deutsch]
			rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Adiestramiento esta página en español]
			desc none
			</imagemap>
			<br style="clear:both;"/>

	{\|		{\|
	~~! align="right" width="80%"~~\|		\|-
	! style="~~background~~:~~#DDDDDD~~;~~" align="right" width="20%~~"\| ~~[https~~://~~wiki.de.it-processmaps.com/index.php/ITIL_Implementation_-_Training diese Seite auf Deutsch]~~		\| style="border-bottom:1px solid grey;" \|<big><strong> Step 10: ITIL Process Implementation and Training </strong></big>
	\|}		\|}

	~~'''''Step 10: Train IT Staff and Customers'''''~~

	~~The build~~-up of ~~know-~~how ~~about~~ ITIL is ~~continuous task during~~ the ~~whole [[~~ITIL ~~Implementation - Project Course\|course~~ of the project~~]]. It is also~~ important to ~~inform all parties concerned about~~ the ~~planned changes~~ to the ~~processes~~ on a ~~regular basis~~.		Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new ITIL processes.

			==== Description ====

			First of all process participants must be made familiar with the new processes. This implementation guide made sure at various points that those participants are involved in the process design early on, so in most cases there should be no need to explain how processes will change.

			There might be additional training measures at different levels:

			* Background knowledge on ITIL is decisive for the success of the new processes and should be made available to all parties involved; basic ITIL training may take place at the beginning of the project for important key players, so that they are able to convey the ITIL principles to the other project participants.

			* Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume

			* After the implementation of a new or changed application system, training measures with regards to its operation may be necessary

			* As a supplement, trainings which contribute to the im-provement of the IT organization’s public image may be considered („How do I handle critical clients?“)

			* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.

	==== Objective of this Project Step ====		==== Objective of this Project Step ====

	* Build-up of knowledge about ITIL		* Build-up of knowledge about ITIL
	* Preparation of information/ training material about the processes to be introduced, for relevant parties on IT and client side		* Training of the employees participating in the new processes in the use of new or changed application systems
	* Training of the employees ~~participating~~ in the new processes in the use of new or changed application systems		* Instruction and information of customers
			* Making the new processes a part of everyday working practice

	==== Prerequisites ====		==== Prerequisites ====

	* Structure ~~of the Service Management processes to be introduced~~		* [[ITIL Implementation - Process Structure\|Process overviews]] (process breakdown)
	* Process overviews (process breakdown)		* [[ITIL Implementation - Process Interfaces\|Interfaces of the ITIL processes]] to be introduced
	* Interfaces of the ITIL processes to be introduced		* [[ITIL Implementation - Process Design\|Detailed process descriptions]] in the form of ITIL process flows
	* ~~Measurements (KPIs) for the processes to be introduced~~		* [[ITIL-Checklists\|Guidelines/ checklists]]
	* Detailed process descriptions in the form of ~~Event-Driven Process Chains (EPCs)~~		* [[ITIL Key Performance Indicators\|Measures (KPIs) for the processes to be introduced]]
	* Guidelines/ checklists
	* Definitions of the process outputs		* Definitions of the process outputs

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	* Informed clients		* Informed clients

	==== ~~Description~~ ====		==== Success Factors ====

	~~Coaching and~~ the ~~active communication~~ of ~~information and backgrounds to ITIL are decisive~~ for the ~~success~~ during the ~~whole~~ course ~~of the project:~~		* As already stated, coaching should not serve the purpose of confronting process participants with newly designed processes for the first time; all affected persons should rather be invited to co-operate and introduce their experiences during the project course.

	~~If necessary, basic ITIL training should take place at the beginning of the project for important key players, so that they are able to convey the ITIL principles to the other project participants.~~
	~~During the course of the project, further employees will need ITIL training, for example if they are to align their own current processes to ITIL best practice.~~

	~~After~~ the ~~implementation of a new or changed application system, training measures with regards to their operation are required.~~		==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====

	~~As a supplement, trainings which contribute to~~ the ~~improvement~~ of the ~~organisation’s public image may be considered („How do I handle critical clients?“)~~.		<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies. For detailed information about processes, the detailed process flows and checklists are useful resources.</span>

	~~Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.~~

	~~==== Success Factors ====~~

	* As already emphasised, coaching should not serve the ~~purpose of confronting process participants with newly designed processes for the first time; all affected persons should rather be invited to co~~-~~operate and introduce their experiences during the project course.~~		<!-- This page is assigned to the following categories: -->
			[[Category:ITIL V3]][[Category:ITIL implementation]]
			<!-- --- -->