This course is still in preparation. An interested customer will accelerate that process :) We provide courses for free to alpha and beta testers so contact us
The course will cover some or all of:
- The importance and outcomes of service management (SM)
- Changing culture to service-focused customer-centric
- The useful concepts of ITIL
- Using COBIT in IT
- USMBOK as a framework for business SM
- Catalogue as the centre of the universe
- Improving processes
- How not to waste money on tools
- ROI from Service Management
- Applying SM across the business
As a first stage in developing this course, we have created, tested and delivered a half- or full-day workshop on "Real ITSM". This module explains the necessity for a people focus in IT change. Any service improvement initiative is a cultural change exercise, whether it acknowledges it or not. This module uses satirical humour to present a worst-case depiction of IT service management, then develops cultural-change "antidotes" from generally-accepted service practice to correct those worst practices. The workshop is based on the popular funny book Introduction to Real ITSM.
The workshop was delivered to two dozen attendees of the Pink Elephant 14th IT Service Management Conference in Las Vegas, USA in February 2010. It received universally positive feedback.
This module is now offered stand-alone as a powerful stimulus to service-oriented cultural-change programs.
Made in New Zealand 