Many organizations begin the effort to improve levels of IT service excellence by conducting or commissioning an assessment of the efficiency and effectiveness of current operations. A common method used compares operations with the best practice guidance offered by ITIL or similar references. Using this approach, a number of well-defined functional areas are assessed for compliance to the guidance. For example, you could discover that your Service Desk has scored 90 out of 100, the Capacity group comes in at 55, and the Continuity team 62. But how do these figures help you understand how well you respond to a request to add a new local area printer, recover the e-commerce systems, or configure and deploy a new laptop for a sales executive? Where would you invest scare resources and funding?
Although valuable, it is clear that the commonly available approach does not provide a view of how well key functions co-operate in response to the cross-functional requests that are estimated to make up more than 75% of the typical IT organizational workload.
Clearly, capability assessments must determine whether IT services are provided in a timely. The focus of this workshop is to explore the basis for such an assessment – your capability to provide service.
What You Will Learn:
- The benefits and fundamental flaws of the traditional capability assessment methods
- How to develop your own your own ‘future state’ blueprint for IT service provision
- The key elements of the service provision lifecycle
- The importance of understanding vital business functions, the results they drive, and business importance levels
- How to approach assessing your current operations using true process-driven methods
- How to develop your own IT Service Management ‘ingredients for success (IFS)TM
- How to embed the assessment process into daily operations
Who Should Attend?
- Any IT staffer who may be considering an assessment of their IT operations within the next 3-6 months
- Any IT Manager who is not satisfied with a recent assessment effort
- Any IT Manager who is developing the basis for an ITSM-like improvement initiative
Presenter: Ian Clayton, ITSMI
Ian Clayton has nearly 30 years of IT experience spanning a wide variety of technical and management responsibilities, IT infrastructures, organizational cultures, and national boundaries, working for European and American banking IT organizations, and as chief designer of automated data center management systems and project manager for data center health check and conversions. He specializes in the management of IT as a business and is one of pioneers of a service-based approach to the automated operations of data centers, designing custom software and managing successful implementations at some of the world’s largest sites. Ian holds the ITIL Service manager certificate, with distinction, and is an accredited instructor in ITIL best practices.
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