Planning to Implement Service Management

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Overview

3-day public or single organisation course

Organisations are becoming increasingly dependent on their IT services. The IT Infrastructure Library is now recognised worldwide as the best practice approach to providing high quality, cost effective, value adding IT services. However, the method adopted when implementing these best practices is often the difference between success and failure.

This three-day course deals with the key issues faced when planning for the implementation of IT Service Management. It provides a framework for managing such a complex programme and also provides practical guidance enabling delegates to understand and manage the problems they will encounter throughout its implementation.

Objectives

To provide practical proven guidance on the successful design, implementation and management of a Continuous Service Improvement Programme (CSIP) based on ITIL® best practice guidelines.

Who should attend?

IT Managers and practitioners seeking advice and guidance on implementing industry best practice.

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Structure

The course is based on the OGC’s Best Practice for Planning to Implement Service Management book. It has a strong emphasis on practical exercises incorporating the need for teamwork.

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Content

Topics covered include:

• People, Process & Technology - drivers for instigating change
• Benefits of Implementing Service Management - effects on business, employee, finances, innovation
• Continuous Service Improvement Programme (CSIP) - what is it? Processes
• The Vision - creating, communicating, setting direction, aligning business with IT
• Assessments - measuring maturity of services, benchmarking, customer satisfaction surveys, identifying and managing stakeholders
• Where do we want to be? - the business case for implementing SM, identifying and managing risks, gap assessments, planning for quick wins, setting goals
• How do we get there? - process specification, organisational change, selling, culture change, training
• Milestones - measuring success, key performance indicators, critical success factors
• Keeping up the momentum - consolidating, institutionalising, on going reviewing, moving forward.

Documentation

Comprehensive course documentation is provided including a copy of the IT Infrastructure Library module ’Planning to Implement Service Management’.

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