This course is not currently offered by Global Knowledge. Information here is provided for reference only.

Learn how to avoid IT project failure by measuring and justifying the right projects for your IT service strategy.

In this course, you will learn to measure IT service performance so you can identify and create IT service improvement plans. Learn how to determine customer expectations and needs, evaluate IT capabilities, and analyze gaps between the two. Determine service improvement projects that can close those gaps and achieve business-IT alignment.

During this course, you will learn 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.

You will 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.

In this class, you will learn how to measure IT service quality and IT capability and use gap analysis tools to select and justify an IT improvement plan. For organizations implementing ITIL, our ITIL Workshop 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. 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.

What You'll Learn

• 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

Who Needs to Attend

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.

Prerequisites

• ITIL Foundation certification recommended

• ITILŪ Foundation

Follow-On Courses

• Any of our ITIL Workshop courses
• Any ITIL Intermediate courses

Course Outline

1. Managing IT Services Aligned With The Business

• What is Business Service Management
  • Defining, valuing, measuring, and justifying IT services
  • Value to IT
    • Strategic alignment with the business
    • Cost reductions
    • Quality improvement
    • Improved allocation of resources
  • ITSM
  • IT governance
  • Quality management
  • Project management

2. Benefits of Managing IT Services

• Service desk/incident/problem management
• Change, release, and configuration management
• Availability, capacity, and continuity management
• Service level

3. 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 Workshop: Measuring IT services
  • Service strategy
    • Financial management
    • Demand management
    • Service portfolio management
  • Service transition
    • Change management
    • Service asset and configuration management
    • Release and deployment management
  • Service design
    • Service catalog management
    • Service level management
    • Supplier management
  • Service operation
    • Event management
    • Request fulfillment
    • Incident management

4. Justifying IT Services

• Purpose of justifying services
• IT service projects
  • How they are different
  • Managing the project
  • Why IT service projects fail
• Six Sigma principles
  • The define phase
    • Reviewing corporate strategy
    • Gathering the customer requirements
• Bringing the frameworks together
  • ITIL
  • Six Sigma
  • ISO / COBIT
  • SERVQUAL
  • Project management, M_o_R
• ITIL Workshop: Justifying the IT service
  • Service level package
  • Service design package
  • Service improvement plan
  • Building the business case
• Using the tools
  • Voice of the Customer
  • Critical quality tree
  • SIPOC diagrams
  • Defining the scope
• The business case
  • Business need
  • Critical activities
  • Resource impact
  • Chartering the team
  • Roles and responsibilities