Service Management in the Project Lifecycle

Overview

1-day public or single organisation course.

An element of customisation is possible within the standard price for the single organisation course. Further tailoring to meet specific requirements is available at additional cost.

Overview

Most project and programme managers plan up to the day of implementation and do not think beyond that. What happens after implementation?

How often are service delivery the last to be told about what is coming their way which leads to them being ill prepared and at risk of providing a poor service?

Projects and programmes are approved based on a business case of benefits which are delivered once service delivery has been running for some time – so how can service management not be involved in preparing this business case and ensuring that the development will smoothly transition into service delivery?

This one day course covers the need for service management to be involved in major development projects and programmes from the start to ensure a smooth transition into service delivery and the earliest possible delivery of project/programme benefits

Objectives

To raise awareness of service management for those working in the project and programme areas
To provide guidance on how and why service management needs to be involved in the project lifecycle
To specifically consider the gateways for moving from the project into service delivery.

Who should attend?

This course is aimed at managers who are running development projects and programmes who need to understand the interface with service delivery. Typical attendees will be:

project managers/programme managers
application development managers
IT managers
service delivery managers
service managers
service management consultants

Structure

The course combines lectures with practical exercises. It is delivered by a qualified and experienced ITIL Service Management Consultant.

Documentation

Comprehensive course documentation is provided including a copy of the Introduction to Service Management pocket book.

Content

The course will cover:

The project lifecycle
What is service delivery and service management?
Basic introduction to service management best practice and ITIL
Benefits delivery in the lifecycle
Where does SM fit into each part of the project lifecycle
The implementation and service readiness gateways
The warranty or post implementation period
Post Implementation reviews
Final handover to service delivery
The major change lifecycle.

What Next?

Following on from this course, you may wish to consider:

Service Management Awareness (1-day)
Service Management in Action (1-day) – Business Simulation
ITIL® Foundation (3-day)