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In order to adopt and adapt the ITIL® framework an organisational must go through a significant amount of change. Therefore clear direction on strategy, how to manage culture change and available resources, establish priorities and quick-wins is vital to ensure momentum throughout.
Sysop have therefore developed this workshop, designed for the Senior IT team with input from Business Strategy with the following objectives:
Identify the benefits of effective and efficient Service Management.
Help create awareness, understanding and buy-in to best practice frameworks such as COBIT® & ITIL®.
Help to place IT Service Management (ITSM) best practices into the context of the problems and challenges of your organisation by aligning IT related goals with Enterprise goals.
Map priority process areas that need to be in place to deliver these high-level objectives.
Identification of barriers to success for any IT Service Improvement initiatives.
Capture concrete improvement suggestions to be taken away and applied.
Produce an outline action plan documenting priority and quick win areas.
COBIT® (a framework that assists enterprises in achieving their objectives for the governance and management of Enterprise IT) and ITIL® (a framework for identifying, planning, delivering and supporting IT services to the business) are used as a basis to understand business goals to ensure the goals of the IT organisation are in alignment.
By then mapping priority processes to these goals and undertaking a high-level maturity assessment of these, a road map for ITSM Improvement can be produced.
It is therefore vital that consideration is given to the issues of ABC (Attitude, Behaviour, and Culture) that may exist within the organisation. The second part of the workshop addresses these issues by examining the Worst Practices that exist within the organisation through the use of an exercise using the ABC of ICT card™ set.
This will help create awareness to the need to recognise and deal with ABC as well as allow participants to assess their own ABC issues and the impact on Service Value, Outcomes, Costs and Risks.