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What will you learn? - How to recognize and define common IT problems and relate to the benefits of ITSM and ITIL
- Key Ingredients For Success for the implementation of an IT Service Management strategy
- How Service Delivery functions are vital to the correct establishment and operation of the Service Support set and an overall Service Provision lifecycle.
- For the each best practice function:
- Define charter statement and its linkage to organizational goals
- Relate activities to service request process
- Relate function to other best practice sets and define DNA for each
- Review baseline workflow and key measurement points
- Review key roles and responsibilities
- Review key measures and reporting needs
- How to link customer key result areas and performance indicators to service level agreement s and objectives
- How to establish and align to business results the four key service level measurement areas: Support, Performance, Availability and Money
- The fundamentals of activity-based costing in determining the true cost of service
- Design elements and ongoing management principles for developing a Service Catalog
- The role of service level management in marketing IT services and setting end user expectations
- How to decide the amount of infrastructure information to place in the custody of Configuration Management
- How to develop service level agreements that are in customer terms and linked to their results
- How to develop Operations Level Agreements that enable SLAs
- Use of Service Improvement Programs to attain or retain specific service levels
- Linking business importance levels to service request prioritization schemes
- How ITIL best practice sets support vital cross-function processes such as Add New Service and Add New Customer
- How to motivate IT groups and improve the working relationships between those involved in service provision
- How to position for continual improvement in the quality and cost of providing services
- How to revise independently for the examination process
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Comments on the Course
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The Manager level certification is also known as the Masters and for good reason. It is an extremely challenging curriculum and exam, but the benefits are substantial. The availability of such expertise in-house will deliver immediate payback through focus on customer results, and a reduced risk of project failure and high training costs. Ian Clayton, President ITSMI
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