Promoting and Planning to Implement Service Management

The best practice approach for common framework ITSM in your organisation

Duration
This is a two day onsite course.

Course Code
ITILPISM

Target Group
ICT Directors, Service Architects, Service Managers, Project Managers and Programme Managers

Pre Requisite
Concepts of ITIL Service Management.

Benefits and Objectives

• Understand the key issues to be considered when planning for ITSM
• How to assess and evaluate the capability of the current ITSM organisation
• How to assess and achieve the desired level of agreed ITSM maturity
• Understand the role and techniques of marketing ITSM
• How to transform to a Service Management organisation
• How to prepare and justify the business case for ITSM
• How to identify and select ITSM stakeholders using the unique STO model
• Learn the four perspectives of the ITSM balance scorecard for success
• Learn how to develop quick wins for ITSM
• How to sustain and keep up the momentum for ITSM
• How to prove the success, the benefits, the costs and problems of ITSM
• ITSM in Action!

Course Documentation
Delegates will receive a bound copy of the PowerPoint slides used during the course and access during the course to the OGC publications. Delegates will also receive case studies, industry examples, exercises, assignments and handouts.

OGC Publications
This course utilises the OGC Publications Service Support, Service Delivery and Planning to Implement Service Management.

Course contents

ITSM AS A SERVICE ORGANISATION

This session focuses upon how the IT organisation positions itself for Service Management by looking at the history of Service Management, the customer’s view of IT and having a clear understanding of where the organisation needs to meet business objectives. The best practice promoted in this course both support and are supported by BS15000.

CREATING A SERVICE MANAGEMENT VISION
Where are we now, where do we want to be, how do we get there?

How do we formulate the vision? Is the vision imposed? What will be the inhibitors?
How can we motivate people? Will we need a matrix approach? How do we sustain the vision and keep up the momentum? In this session we will review the role of IT as Service providers, the cultural changes required to move towards being a Service organisation and be able to demonstrate a fundamental understanding of Service Management, to rectify service issues currently being experienced and transfer this knowledge and skill into the workplace.

BUSINESS CASE FOR IMPLEMENTING IT SERVICE MANAGEMENT

Understanding the organisation’s target and current situation forms the basis of the business case for Service Management. This session will help clearly identify:

• The role that the business expects of the IT organisation
• The current stage of maturity of the IT organisation
• Benefits of implementing Service Management
• Cost and risks of doing nothing
• How goals will be realised and results achieved
• Benefits, costs and possible problems involved in achieving the results

PROMOTING THE VALUE OF IT SERVICE MANAGEMENT

“What do they do in IT and how much does it cost?” In this session we look at the ITSM brand value, how and why marketing of ITSM is vital and how to determine the business value supplied by ITSM.

CAPABILITY AND MATURITY ASSESSMENT – WHERE ARE WE NOW?

This session will employ best practice process maturity frameworks to help:

• Assess the current processes in use within the ITSM organisation
• Provide a maturity level for each of the processes with regards to the IT Infrastructure Library (ITIL) best practices as the benchmark
• Make recommendations for the improvement of these processes in-line with the recommended level of process maturity

STAKEHOLDERS AND ITSM

How do we know who our stakeholders are? Who are the people with the real authority within a department? What happens when a key person leaves or moves departments? What are the buying cycles a department goes through? Individuals in an organisation will make up the stakeholders for Service Management.

In this session we identify:

• Strategic stakeholders and their “hot buttons” (STO)
• Tactical stakeholders and their expectations specific to business operations
• Operational stakeholders who are interested in the WIIFM as their payback

TECHNIQUES FOR MARKETING SERVICE MANAGEMENT

In this session we will assess how traditional and contemporary marketing techniques can assist the planning of ITSM. Techniques will include gap analysis, force field analysis, Boston Matrix, SWOT, SPIN, PEST and COPS.

THE SERVICE MANAGEMENT SCORECARD

“Where are we now?” takes into account the way in which IT goals are set and how IT performance is measured and reported. Simply put, it is important to translate business needs into IT goals, plans and activities and this session provides guidance on how the Service Management Scorecard (SMS) can act as a steering instrument for ITSM.

THE SERVICE MANAGEMENT ROADMAP

“How do we get to where we want to be?” How do we prove it?”

• The development of a roadmap of activities required to move towards ITSM
• The measurement of the current and service specific elements reported from each process (Service view from each process perspective)
• The identification of overarching management approaches to identify and rectify issues that are being experienced with any of these processes. (Process performance view of each process)
• The identification of IT specific risks out of each process.

ACTION PLAN - IF YOU CAN’T MEASURE IT YOU CAN’T MANAGE IT!

This session examines the types of goals that the teams need to consider, and the need for speed and flexibility within these goals and targets.

At the conclusion of the two day course delegates will present proposals to assist in the creation of the draft plan for ITSM implementation.

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