IT Service Management

Ref	IT 210	IT 660
Dates	10 - 14 May 2010	13 - 17 December 2010
Venue	Kuala Lumpur	Kuala Lumpur
Fees	US$ 4450	US$ 4450
CPE Credits	30	30

INTRODUCTION

IT Service Managers are responsible for delivering an ever growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements as well as the growth in Enterprise systems delivered world-wide means that IT Service Delivery is a strategic asset for any business.

By implementing Service Management and Service Delivery Life Cycle (SDLC) 'best practices' that complement the business and IT strategy, you will have the knowledge to help improve performance, meet demand, ensure continuity, and maximise the IT contribution to the business bottom-line.

WHO SHOULD ATTEND?

Managers, consultants, development, support and operations practitioners, who make technical decisions affecting the support of IT services
Personnel who are implementing a Service Management process

PROGRAMME OBJECTIVES

Examine the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes
Plan, Manage and Implement ITIL® based Service Delivery processes
Describe the mission, goalsand dependencies
Understand the staffing issues, project stages, benefits, costs and possible problems
Understand the tools and management issues involved in service delivery

PROGRAMME SUMMARY

New demands for consolidation, migration, outsourcing, insourcing, e-commerce, 'enterprise wide' systems and the business expectation of 'rapid investment return with service excellence' are forcing changes. These changes require that IT work in close partnership with the business. A partnership that will ensure that the IT services match the pace, impact and scale of the change.

Using best practice approaches to Service Management, the partnership can manage the people, processes and technology required to define, develop, deliver, support and maintain the IT services on which the business depends. This programme highlights the processes and changes, the skills and techniques, required to make this possible.

PROGRAMME OUTLINE

DAY 1

Service Level Management (SLM)
How to implement or improve SLM. SLM inside the total life cycle process
How to write Service Level/Operational Requirements. Internal and external 'specifications', catalogues and Service Level Agreements
Supplier/Customer Management and Contractual issues
- Service Level Management objectives, functions, and tasks
- Requirements for an Agreement
- Financial Management objectives, functions, and tasks
- Service Desk objectives and functions
- Types of Desks (Help Desk, Call Center, Service Desk)
- Best practices and business benefits
- Relationships between processes
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concepts

DAY 2

Availability Management (AM)
How to implement or improve AM
Linking AM into the service, procurement, development, value and supply chains processes, tools and techniques for improving service availability
Third Party Supplier Management issues
- Availability Management objectives, functions, and aspects
- Security Management objectives, functions, and aspects
- IT Service Continuity Management objectives, functions, and tasks
- Relationships between processes
- Best practices and business benefits
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concepts

DAY 3

Capacity Management (CM)
How to implement or improve CM
How to create a capacity plan. Performance, resource, applications, demand, supplier, development and network management issues
Capacity management tools and techniques
The capacity management database
- Change Management objectives, functions, and tasks
- Release Management objectives, functions, and tasks
- Capacity Management objectives, functions, and tasks
- Relationships between processes
- Best practices and business benefits
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concept

DAY 4

Incident management
- Incident Management objectives, functions, and tasks
- Problem Management objectives, functions, and tasks
- Relationship between incidents, problems and known errors
- Configuration Management objectives, functions, and tasks
- Relationships between processes
- Best practices and business benefits
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concepts

DAY 5

Business Continuity and IT Service Continuity Management
- How to implement or improve
- The initiation, requirement strategy, implementation and operational management stages
- How to identify critical services
- Contingency planning, risk analysis and management
- Disaster Recovery options
- Creating, implementing and testing the BC and Disaster Recovery plans
Financial Management for IT Services
- How to implement or improve FMITS
- Processes involved in monitoring and reporting the costs and charges

To Register on this seminar, please click here