Planning and Implementation Techniques for Service Management

Course Description:

Organisations globally, use the IT Infrastructure Library of 'best practices in Service Management' to provide consistently high quality IT services. Whilst courses exist explaining the individual processes that make up the 'core' of the guidance (Service Support and Delivery) it is difficult to find best value learning experiences or advice on how to implement these processes in the 'real world'; this course, based on practical experience and 'best practices' meets those needs.

The course comprises processes and techniques bound within an action based framework. The framework is compatible with the Service Delivery Life Cycle (SDLC) concept, therefore it will help you to implement the guidance to the capability and maturity you require. In addition, as it is based on the proposed practitioner syllabus, it is fully compliant with IT Infrastructure Library (ITIL) and other best practice guidance.

This course will enable delegates to:

• Review existing Service Management processes within the Service Development Life Cycle.
• Create a Service Management Vision for the organisation.
• Identify the needs of key stakeholders in Service Management.
• Develop KPI's based on critical success factors (CSF's).
• Develop a GAP analysis for existing Service Management activities.
• Create a Business case for Service Management.
• Use a formal transformation process to achieve the change from 'old' processes to new, conformant, processes.
• Carry out ongoing monitoring and review of Service Management processes.

This course includes the following modules:

Overview of planning and Implementation issues

• The scope of IT Infrastructure Library (ITIL) guidance.
• How the process works and links into the IT Infrastructure Library (ITIL) guidance and the complete , Service Delivery Life Cycle (SDLC).

Creating a Service Management Vision

• How to: identify stakeholders, and create a vision statement that is compatible with the ICT, Service Management and Business Strategy.

Where are we now (Understanding the current position)

• How to: Assess the current position for organisation and infrastructure maturity".
• Use techniques such as IT Infrastructure Library (ITIL) Process assessment. and benchmarking to help.

Where do we want to be (Understanding the Objectives in Detail)

• How to: Determine the amount of change anticipated and manage it.
• Make a business case for change. Use tools such as GAP analysis, CSF, KPI and GQM).

How do we get where we want to be (Getting from A to B)

• How to: Manage the 'soft ' issues such as culture, training etc.
• Re-engineer the processes, create the implementation plan, identify the short term" and strategic approaches.
• Select the best tools.

Post Implementation Review

• How to: Check milestones have been reached, and objectives met.
• Retain focus, motivation and commitment and keep the momentum going.
• How Balanced Score Card and other techniques will help you.
• Impacts on the Service Delivery Lifecycle.