ITSM vs ITSM

ITSM

DURATION : 2 DAYS

PRE-REQUISITE

The Specialist Certificate in ITSM based on ISO/IEC 20000

REQUIREMENTS FOR THE CERTIFICATE:

The training Expert in IT Service Management based on ISO/IEC 20000 by an EXIN accredited training provider
Successful completion of the Practical Assignments assessed by an EXIN accredited training provider
Successful completion of the exam Expert in IT Service Management based on ISO/IEC 20000

TARGET AUDIENCE

ITSM EXPERT IS INTENDED FOR THOSE PERSONNEL WHO ARE INVOLVED IN A PRACTICAL WAY IN:

Defining ITSM strategies, policies and objectives
Managing ITSM departments
Designing and maintaining ITSM management systems
Evaluating/assessing ITSM management system capabilities/performance

SPECIFIC ROLES COULD INCLUDE:

Process Managers/Supervisory staff/Team leaders/Service designers/IT architects and/or planners/IT consultants/IT audit managers / auditors/IT security managers / officers/Project managers/Suppliers, Lead suppliers and sub-contracted suppliers

WORKSHOP OUTLINE

PLANNING THE SERVICE MANAGEMENT SYSTEM

Establish the service management plan

Design a service management plan
Assess legislative and regulatory compliance, e.g., SarbanesOxley, Basel II, Personal Data Protection
Assess compliance to standards and/or applicability for certification, e.g., ISO 9001, ISO/IEC 20000, ISO/IEC 27001
Design roles based on identified activities in the service management processes
Indicate appropriate competency requirements for roles
Choose appropriate methods for cultural change
Plan and document, at a high-level, appropriate service improvement activities (requirements gathering, design and transition)

PLAN THE SERVICE MANAGEMENT SYSTEM PROCESSES

Propose a model of processes and procedures
Design a document control system
Create a resource plan
Integrate the service management system with other standards or frameworks and bodies of knowledge
Plan the method for continual improvement of the service management system and the services

PLAN SERVICE PROVISION

Recommend a portfolio of services
Assess proposals for new or changed services

IMPLEMENTING AND MANAGING THE SERVICE MANAGEMENT SYSTEM

Implement and operate

Propose service management policies and indicators
Implement and improve the service management system
Assess risks to the consistency and integrity of the supply chain
Assess risks to the consistency and integrity of the service management system and the services

MOTIVATE

Build a culture of quality and service, consistent with service management objectives, within the teams operating the service management system
Create and maintain a training and development plan, based on gaps in required competencies
Explain benefits of the service management system to interested parties
Effectively communicate the service management policies and objectives to people operating the service management system

MEASURING, MONITORING AND REPORTING ON THE SERVICE MANAGEMENT SYSTEM

Assess the service management system

Prepare for internal & external audits
Use suitable methods to assess the capability of the organization to successfully operate the service management system and the services
Identify gaps in service management objectives related to business needs

REVIEW THE SERVICE MANAGEMENT SYSTEM

Evaluate the service management system for both effectiveness and efficiency
Gather information required for a management review
Support and follow-up a management review meeting

MEASURE, MONITOR AND REPORT ON SERVICE MANAGEMENT PROCESSES

Measure, monitor and report on Service Delivery processes
Measure, monitor and report on Relationship processes
Measure, monitor and report on Resolution processes
Measure, monitor and report on Control processes

IMPROVING THE SERVICE MANAGEMENT SYSTEM

Propose service improvements

Assess results of reviews and audits for possible improvements
Propose service improvement activities in line with the service management policy and objectives

MANAGE SERVICE MANAGEMENT SYSTEM IMPROVEMENTS THROUGH THEIR LIFECYCLE

Manage risks to the improvement project
Communicate improvement project progress to interested parties
Manage activities in the improvement project