IT Workshop covering pertinent Service Management Practices

Duration

IT Workshop covering pertinent Service Management Practices

3 days

Overview

• Service Value System & 4 Dimensions of Service Management
• Managing Practices such as Service Catalogue, Relationship, Service Level, Service Asset & Configuration, Service Desk, Knowledge, Request Fulfilment, Incident, Problem, Event, Availability, Capacity & Service Continuity.

Information Technology (IT) which was once seen as only for “software development,” has now found its way into all types of businesses. Organisations that fail to embrace IT and IT Champions who fail to be strategic partners to their business leaders will eventually fail to lead the business towards their competitive advantage. To be candid, many organisational leaders view IT as an expensive business unit which needs to be controlled.

Does providing solutions to a business problem alone fulfil the necessary IT SERVICE MANGEMENT requirements?

IT businesses should not just provide solutions and solve business problems, but should understand what creates business value and align IT service delivery and management to do so. As the degree of demand for IT services increases & if the capability of many IT corporations to meet the demand decreases, then the failure to enabling value is not just a problem for management and stakeholders within the business. It’s indeed a value gap that IT must address! If this is not addressed in time, Organisational Leadership will attempt to make decisions which IT units may not favour, such as exploring alternative options – to be precise, this is already happening in the industry!

Value-driven IT service management organization is what brings quality of service to enable business outcomes.

How then do we achieve delivery and management of IT services?

Service Level Management (SLM) as a practice must be incorporated by every businesses to deliver an agreed level of quality IT services. SLM should incorporate the usage of Service Level Agreements (SLAs), and supported operational documents such as Operational Level Agreement (OLAs) and Underpinning contracts (UCs) to ensure IT services are measured for quality, supported and delivered in a structured, consistent and professional manner applying global best practices and standards.

SLM must incorporate continual alignment between service consumers of IT and enabling of IT services by the Service Provider, thereby increasing the focus on customer engagement, alignment and value co-creation – the goal is to support the challenges of Digital Transformation.

The purpose of this workshop in IT Service Management is to provide candidates with insights on the successful best practices in the industry. Candidates will certainly gain some knowledge on the IT SERVICE MANGEMENT terminologies, structures and basic concepts whilst acquiring a good understanding of the core principles of IT practices for service management. By building on our experiences and bringing fresh and forward-looking thinking to the marketplace, the successful IT SERVICE MANGEMENT will equip businesses to deal with the challenges currently faced by the industry. The adoption of the latest version of IT Service Management concepts and practices, it ensures continuity with existing ways of working (where service management is already successful) by integrating modern and emerging practices with established and proven know-how. It also provides guidance on these new methods to help individuals and organizations to see their benefits and move towards using them with confidence, focus, and minimal disruption.

IT Service Management’s holistic approach raises the profile of service management in organizations and industries, setting it within a more strategic context. Its focus tends to be on end-to-end product and service management, from demand to value.

The latest ITIL 4 is the result of a great amount of global research and development work across the IT and service management industries; this work has involved active practitioners, trainers, consultants, vendors, technicians, and business customers. The architect team has collaborated with the wider stakeholders and users of IT Service Management to ensure that the content meets the modern requirements of continuity, innovation, flexibility, and value.

This IT SERVICE MANGEMENT workshop will provide professionals with a structured approach for developing their competencies in the current and future workplaces. The accompanying guidance also helps organizations to take advantage of the new and upcoming technologies, succeed in making their digital transformations, and create value as needed for themselves and their customers.

At the end of this workshop, all attendees would have acquired sufficient knowledge on this esteemed IT Service Management content, as this aligns very closely with the Industry Revolution 4.0 journey.

Welcome to the new generation of IT best practices!

Outline

• Service Value System
• Four Dimensions of Service Management
• The Guiding Principles
• Focus on Value
• Start where you are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep it simple and practical
• Optimize and Automate
• Process Management & Understanding of Practices Processes and procedures Importance of documenting processes and procedures Importance of following processes and procedures
• Relationship Management
• Event Management
• Knowledge Management

Responsibility and purpose of the knowledge management practice

Why knowledge management is important to the service desk?

• Service Desk
• Identify common service desk metrics:
• Average time to respond
• Abandon rate
• First contact resolution rate
• First level resolution
• Percentage of incidents resolved within service level agreement
• Percentage of re-opened incidents
• Average resolution time by priority
• Average resolution time by category
• Customer satisfaction statistics
• Employee satisfaction statistics
• Recognize the benefits of using live chat and collaboration tools
• Incident Management

The principal activities of the incident management process that Service Desk and Support Analysts perform are:

• Identification
• Log and document incidents
• Categorization
• Prioritization (impact and urgency)
• Initial diagnosis
• Incident matching
• Investigation and diagnosis
• Functional and hierarchic escalation
• Collaboration with other support teams
• Communicate status updates to customers
• Resolution and recovery
• Own and monitor incidents throughout the their lifecycle
• Close incidents appropriately
• Notify problem management of potential problems
• Track and report
• Escalation

Types of escalation Identify some circumstances in which escalation is appropriate

• Status Updates

Information to provide in a status update

• Service Continuity Management

Responsibility of the IT service continuity management practice

Key components of an IT service continuity management plan

• Service Configuration Management
• Change Control / Enablement
• Responsibility of the IT change control practice
• Objectives & activities of the change control practice
• Types of change
• Service Desk’s responsibilities in the change control practice
• 15. Service Catalogue
• What is a service catalogue?
• Basic requirements to include for each service in a service catalogue
• Objectives of service catalogue management
• Service Request Fulfilment

Responsibility of the request fulfilment practice What is a service request? Objectives of request fulfilment

• Problem Management
• What is a problem?
• Objectives & activities of the problem management practice
• What is meant by reactive and proactive problem management
• Service desk’s responsibilities in the problem management practice
• 3 Phases – Problem Identification, Problem Control & Error Control
• Service Level Management
• Objectives & responsibility of the service level management practice
• Purpose of the service level agreement (SLA),
• Successful service level agreements (SLA) & Watermelon SLA Effect
• Operational level agreement (OLA) & Underpinning Contracts (UC)
• Customer Satisfaction Surveys
• Purpose and objectives of customer satisfaction surveys
• Most common types of surveys and the importance of each type
• On-going (event) surveys
• Annual or periodic surveys
• One-time or one-off surveys

Programme scope, delivery arrangements and suitability are confirmed during enquiry.