Detailed Course Outline
Strategic Change: Managing Strategic change
- Challenges, CSFs and Risks
- Business Benefits
- Planning and Defining Scope
- Resource Planning
- Budgeting and Costing
- Quality Control
- Strategic Influencing
- Customer Liaison
- Project Termination
Risk Management
- Challenges, CSFs, Risks
- Risk Identification
- Risk Evaluation
- Corrective Actions
- Risk Control
- Transfer of Risks
- Service Provider Risks
- Contract Risks
- Design Risks
- Operational Risks
- Market Risks
Implementing: Managing the Planning and Implementation of IT Service Management
- Activities during Plan, Do, Check, Act
- Planning
- Organising
- Directing
- Controlling and Evaluating
- Organisational Form and Design
- Policy Resistance
- Communication
Challenge: Understanding Organisational Challenges
- Addressing Maturity Challenges
- Strategy Generation – Value Creation
- Addressing Organisational Structure and Transition
- Addressing Confidentiality, Integrity and Availability of Information
- Addressing Governance
- Addressing Balance in Service Operations
Service Assessment
- Value of Measuring
- Value of Monitoring
- Reporting
- Value of Benchmarking
- Service Portfolio Assessment across the Lifecycle
- Business Perspective Improvement Model
- Value of Following CMM