Service Management Framework Basics

$1,395.00

Duration Three Days

Description

SERVICE MANAGEMENT FRAMEWORK BASICS

COURSE LENGTH: 3 days

COURSE DESCRIPTION:

This course is for individuals or organizations looking for insights into different frameworks and ways of approaching change at an individual, team and organizational level.

Over a 3 day period we will delve into the essential components of COBIT 5, ITIL® and Change Management to learn how together they cover the business end-to-end and help you effectively govern, manage, and support your enterprise IT, through people, process and tools.

You will learn how to use service management best practice through practical guidance to support your business objectives, developing the skills needed to apply service management concepts in the organization, and ensure business value by delivering fit-for-purpose and fit-for-use services. 

In addition, we will discuss the basics of understanding why change happens, how change happens, and what needs to be done to make change a more welcoming concept.

COURSE OUTLINE:

SERVICE MANAGEMENT GUIDING PRINCIPLES

  • List the guiding principles
  • Apply the ITSM guiding principles in a given context when planning and implementing service improvements

THE JOURNEY

  • Apply the step “what is the vision?”
  • Apply the concept of “adopt and adapt” when using ITIL guidance in a given context
  • Recall the definition of a service
  • Explain how the guiding principles: “start where you are”, “focus on value”, and “collaborate” apply to the scenario
  • Describe the structure of a CSI register
  • Reflect on working with a CSI register
  • Apply the step “where are we now?”
  • Evaluate the fitness of the purpose of a current state assessment plan

THE DESIRE

  • Apply the step “Where do we want to be?”
  • Explain the definitions, connections, and differences among the concepts from the vision to measurement trail
  • Describe the importance to derive measurement and metrics from the defined goals and objectives
  • Outline the desired outcomes for each of the improvement focus areas in the form of CSF’s, considering the given context
  • Define the SMART targets for the agreed priority improvements, considering the given context
  • Prioritize the selected and analyzed improvement initiatives, considering the given context
  • Present a draft business case

THE ROADMAP

  • Apply the CSI step “How do we get there?”
  • Define a plan of action to achieve the defined improvement objective, considering the given context
  • Apply the knowledge of common execution pitfalls to ensure successful execution of the improvement plan
  • Discuss how measurements and metrics, communication, and OCM will be addressed during implementation

CHECK CONTROL DIRECT

  • Apply the CSI step “Did we get there?”
  • Apply relevant methods and techniques to assess the efficiency of the improvements
  • Apply relevant methods and techniques to communicate results and outcomes to the stakeholders
  • Design a report considering the given scenario

STAY TUNED

  • Apply the CSI step “How to keep the momentum going?”
  • Apply the CSI approach to a given context (review)
  • Explain the role and impact of OCM in successful improvement (review)
  • Apply knowledge of metrics and measurements, communication, and OCM while planning and implementing improvements (review)

OVERVIEW OF COBIT 5

  • The business case for COBIT 5
  • The key differences between COBIT 4.1 and COBIT 5

PRINCIPLES

  • Meeting Stakeholder Needs
  • Covering the Enterprise End to End
  • Applying a Single Integrated Framework
  • Enabling a Holistic Approach
  • Separating Governance From Management

ENABLERS

  • Principles, Policies, and Frameworks
  • Processes
  • Organizational Structures
  • Culture, Ethics and Behavior
  • Information
  • Services, Infrastructure, and Applications
  • People, Skills, and Competencies

INTRODUCTION TO CHANGE MANAGEMENT

CHANGE AND THE INDIVIDUAL

  • Models of individual change
  • Motivation –What drives and motivates people?
  • Systematic differences between people

CHANGE AND THE ORGANIZATION

  • Organizational metaphors
  • Organizational culture
  • Models of change process
  • Emergent change
  • Key roles in organizational change
  • Change and the organization
  • Defining change

Additional information

Duration

Three Days