WORKSHOP OVERVIEW

In recent years, the vast developments of IT Service Management Platforms, as well as related tools and practices such as DevOps, Scaled Agile, monitoring, cloud platform offerings and multi-vendor environments have enabled improvements in some practices within organisations. Practices such as incident and request management, as well as agile product development may have improved, but the alignment, for example between design thinking, architecture, change, and release management is yet to be optimised across IT industries. Digital Strategies need to be enabled by more fully aligned and cost optimised Operating Models that underpin the provision of Digital Services.

More likely than not, any business has an existential and competitive need to:
• Rapidly bring new (digital) business ideas to market to realise value, delight customer and match or outmanoeuvre their competition.
• Optimise resource consumption (ie cost) and performance of their business and IT operation, including the consumption of third party services.
• Optimise risk to the enterprise and its stakeholders, including cyber security risks.

For example, modern banks have a need to underpin their business with online banking and banking apps for mobile phone platforms. These digital business services need to frequently be updated with new features that support evolving customer requirements and support emerging new standards such as ‘ApplePay’ etc. The cost of providing such digital services needs to be outweighed by the business value to the bank and the digital services need to offer the customer and the bank sufficient protection against cyber security threats such as hacking, phishing, identity theft etc. Digital business services are an aggregation of technical IT Services, platforms, and components, as reflected below. To optimise and control the digital business services, the underpinning IT services, practices, and operating models need to be optimised.

IT Service Management practices help organisations to manage the minutia of IT processes, teams, tools, and suppliers with a view to provide end-to-end digital business services that are relevant to the business and its customers. Service Integration and Management (SIAM) is a practice that helps organisations control and orchestrate service providers in a multi-vendor environment and ensure that their technical services are optimally aggregated and integrated towards end-to-end services.

As an accreditation management trainer and pragmatic implementation veteran of SIAM, ITIL 1,2,3 and now ITIL4, the facilitator (one of only 3 accredited ITIL Masters in Australia) will share pragmatic real-world models and implementation approaches that support attendees to establish IT Service Management and SIAM practices that work and enable measurable digital value creation.

TRAINING OBJECTIVE

• Be familiar with best practice frameworks and bodies of knowledge for ITSM and SIAM.
• Pragmatic understanding of key ITSM practices.
• Be familiar with ITSM and SIAM implementation planning and management approaches.
• Pragmatic use-case experience with the design of target operating models for ITSM and SIAM.
• Understanding of people, process, and supplier requirements for ITSM Platforms such as ServiceNow.
• Pragmatic use-case experience with planning and orchestrating transformation management.
• Understanding the Attitude, Behaviour and Culture (‘ABC’) aspects of IT Operating Model, ITSM and SIAM transformations.
• Pragmatic understand of the interfaces and alignment between ITSM, SIAM and related practices such as (Scaled) Agile, DevOps and monitoring practices.

TARGET AUDIENCE

• CIO and Top-Executives OF IT
• Senior Managers and Team Leaders
• Incident & Service desk Professionals
• Organisational Development Specialists
• Change Management Professionals
• IT engineers Professionals
• IT Professionals
• IT architecture Specialists

For further information, kindly click on the request event brochure button.