Oversikt During this course,you'll learn how to avoid IT project failure, by measuring and justifying the right projects foryour IT service strategy.
Learn to measure IT service performance so you can identify and create IT service improvement plans, determine customer expectations& needs, evaluate IT capabilities and analyze gaps between the two, determine service improvement projects that can close those gaps and achieve business-IT alignment .
Discover strategies for selecting the right service improvement project for the highest business impact. Learn to justify service improvement plans by clearly communicating IT project selection criteria in understandable language that promotes business buy-in. Practice measuring and justifying IT services, and you'll get take-home tools and templates to use in your own organization to rapidly build your service portfolio. Become an expert on selecting the IT improvement projects that will have the highest impact to your organization and ensure that your IT efforts are aligned with the business strategy.
Learn how to measure IT service quality & IT capability and use gap analysis tools to select and justify an IT improvement plan. For organizations implementing ITIL, our ITIL in action materials will help you take active steps towards successful implementation. All students will learn best practices from a variety of frameworks to help you effectively turn theory into practice.
You'll discover key principles from IT Infrastructure Library (ITIL), SERVQUAL, PMBOK, CMMI, and Six Sigma that can be applied from a practical approach to enable your IT service strategy.
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Anyone responsible for contributing to or managing IT service strategy.
Individuals who have attended an ITIL course and want to know how to implement the framework through practical steps.
- Identify gaps in IT service delivery and performance
- Create the gap analysis model
- Conduct a gap analysis
- Identify improvement opportunities based on gap analysis
- Select the right improvement project
- Identify the project and process tasks
- Create a justified business case
What is Business Service Management
- Defining, valuing, measuring, and justifying IT services
- Value to IT
- ITSM
- IT governance
- Quality management
- Project management
Benefits of Managing IT Services - Service desk/incident/problem management
- Change, release, and configuration management
- Availability, capacity, and continuity management
- Service level
Measuring IT Services
- The measurement model
- Customer expectation measurement
- IT capability measurement
- Gap analysis
- Measuring customer expectations
- Who to talk to
- What to talk about (product offerings)
- What is important to the customer
- Gaining customer commitment
- SERVQUAL principles
- Measuring IT capability
- CMMI principles
- Maturity vs. capability
- Understanding levels of capability
- Measuring capability
- Gap analysis
- Align customer expectations and IT capabilities
- Identifying process breakdowns or improvement areas
- Six Sigma principles
- Quantify the value of each potential improvement
- ITIL in action: Measuring IT services
Justifying IT Services
- Purpose of justifying services
- IT service projects
- Six Sigma principles
- Bringing the frameworks together
- ITIL in action: Justifying the IT service
- Using the tools
- The business case
Upon completionof this course,delegates willbe awarded18 PMI PDUs.