How you and your organisation will benefit

Being first in technology more often leads to failure than to success. You will learn about successful implementations of IT management techniques and tools and how to tame dynamic technology while implementing up-to-the-minute though proven technical solutions.

Programme

• Service Delivery, Service Support – Facing The Challenge

  The pressure cooker is boiling dry! And in it is an explosive mix. Harsh commercialism, ever-increasing technological complexity, burgeoning customer expectation, mounting corporate dependence, tough financial stringency. IT service challenges have never been tougher. To succeed, we need first to understand

  Business drivers, business challenges
  IT drivers, IT challenges
  How to bridge the difference?
  Management theory vs practice – the need, the reality
  Rose coloured strategy – or bifocal solutions?
  Mobilising for change

• The New Management Paradigm – Getting It Right, Getting IT Right!

  The new paradigm is distilled from the very best - global industry Best Practice, plain common sense, years of practical experience. There are clear guiding principles. If IT serves the business, the business will support IT. So how do we tame the technology? How do we deliver what’s needed? How do we seize business leadership?

  The new paradigm – tailored solutions to awkward problems
  Putting theory into practice – how others have done it
  New models for IT service
  Infrastructure mining – there’s gold down there!
  Essential new roles
  Why developments fail – and how to in-build success
  The business payback

• IT Service Delivery – Exploiting The New Model

  Advantages are clear and immediate. For the business – quicker achievement of more powerful benefits, visible results, visible accountability. For the customer – greater leverage from aligned IT. For IT management – improved focus, clearer priorities, tighter control of all aspects of the supply chain. And in practice? A proactive service that supports business goals.

  Expert domains, matrix management, virtual teams – myths, muddles and focus
  Culture change – business and customer orientation
  Competing for customers – the marketing, sales and account management challenges
  Effective supply chain management – achieving compliance
  Delivery – the gaps between promise and delivery
  Customer, supplier, contractor roles – power to the customer!

• IT Service Support – New Vision, New Methods, New Tools

  Support services are being stretched to breaking point. Demand seems infinite, requirements endemically complex, skillsets impossibly broad and deep. The danger? Multiple support infrastructures emerging, many outside IT’s control. How to create an integrated, inclusive, expert support service against a sea of change and conflicting needs?

  Defining the new support service products
  Sympathetic support structures
  support organisation options
  work initiation, allocation, flow and resources
  Help Desk – hub of support, driving force for improvement
  Problem Management – new proactive tools to detect, alert, manage and fix
  Change Management – balancing robustness, reliability, durability and competitive edge

• SLAs Are Essential – But Not The Old Way!

  Many SLAs simply do not do the job – they fail to drive mission and business achievement. The new way emphasises business goals, business deliverables, business metrics – all founded on technological capability. SLA design and content must change dramatically. From the traditional to the innovative, empowering IT to deliver dramatic business benefits.

  New wave SLAs – harnessing technology to business needs
  Designed for success – options for SLA structure and content
  Service measurements and metrics – how statistics can lie
  Managing customer expectation – managing demand, capacity, resource, supply, delivery, compliance
  "Quickie" SLAs - Service Catalogues, SLA database techniques, automated SLA reporting, Customer Satisfaction Surveys

• The New Paradigm At Work (Case Studies)

  No more consultant theory! Here we examine real world examples of IT Service Delivery and Support – what was wrong and how it was put right. The political, organisational, business and technology backdrop explained in depth and the results achieved. There are lessons we can all learn.

• Making It Happen – Positively, Effectively, Durably

  How to apply pragmatism to theory? How to turn vision into reality? And how to transform issues into solutions that really deliver? We need a proven step-by-step approach.

  Most culture change programmes fail – why yours won’t
  Winning commitment – creating converts
  Managing the risk, enjoying the fruits
  Costs and payback – making the numbers make sense
  Revolution or evolution?
  The alternative?

IMPORTANT: This Seminar provides the unique opportunity to address critical Service and Support issues in a confidential ‘surgery’ environment.