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Promoting and Planning to Implement Service
Management
The best practice
approach for common framework ITSM in
your organisation
| Achieving an ITIL Service
Management approach to the provision of
quality services is based, initially, on
obtaining high level commitment within the
organisation at all levels. The implementation
of new processes and functions can be fraught
with difficulty. A lack of understanding
of how the function affects individual members,
customers, staff and teams/groups can breed
fear, uncertainty and doubt. This can threaten
the success of such implementation. |
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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