Further Details
Duration:
3 Days
Overview:
The objective of this course is to give delegates the necessary skills and techniques to enable them to improve IT service provision, and / or to support moving towards BS15000 (ISO20000) compliance.
This workshop is based on, and supplements, the IT Infrastructure Library. At the current time there is no formal qualification for this course.
Delegates attending this course will receive their own copy of the latest OGC publication “Planning to Implement IT Service Management”. This book will be used throughout the course and will prove invaluable when implementing and / or managing Service Delivery disciplines in the work place.
What will I learn?
The course will be delivered using a number of techniques:
Formal lecturing.
Group discussions.
Syndicate discussions and presentations.
Individual exercises.
In addition delegates will be sent a detailed case study in advance of the course to familiarise themselves with in preparation for course exercises.
Prerequisites:
Attendees must have five years relevant IT experience and have passed the Foundation Certificate in IT Service Management. Delegates must also have experience of implementing projects, particularly process and cultural change processes.
How will I benefit?
On successful completion of the course participants will be able to:
Describe a method for managing a Continuous Service Improvement Programme to either implement or improve current implementation of Service Management processes.
Develop visions and objectives for Service Management improvement programmes, and know appropriate vehicles for communicating these within their organisation.
Assess current performance to the vision and perform gap assessment in order to plan the most appropriate actions to meet goals.
Prove through successful measurement that objectives and improvements have been made.
Ensure the on-going success of the organisations IT Service Management implementation through continuous review and alignment with the Business.
Topics
Setting the Vision
Creating the Service Management vision
Communicating the vision
Setting the direction
Assessing Current Performance
Maturity of Organisation
Stakeholder Values
Benchmarking
Service Management Process Maturity
Culture, People, Process, Tools
Setting Objectives
The Business case of Implementing Service Management
Identifying and Managing Risks
Gap Assessments
Planning for Quick Wins
Setting goals in relation to Stakeholder needs
Setting expectations
Review
How to Meet Objectives
Awareness
Managing Organisational Change
Managing Cultural Change
Roles for Implementation
Training
Use of Tools
How to Check that Objectives have been Met
Critical Success Factors
Key Performance Indicators
Organisational Drivers
How to Keep the Momentum Going
Institutionalise the Change
Ongoing Monitoring and Process Reviews
Continuous Alignment of IT with the Business
For more information visit www.itil.uk.com
Guide price
£745 inc. all courseware |
