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Purpose
Our experience over many years, with many clients, has resulted
in a key insight; to effectively bring about successful IT Service
Management change within your organisation, you must first identify
an IT Service Vision.
This IT Service Vision defines the purpose for the change,
and it is vital that the vision and goals for IT Service Management
align with the overall business goals.
Components
The Service Advantage programme engages staff and empowers them
with a pragmatic IT Service Vision. One tool that Delta Software
uses involves an interactive and engaging workshop, which produces
valuable insights into the potential of optimised IT service management
processes.
The workshop is based on the internationally successful
Polestar experiential learning simulation, designed to introduce
the key elements of IT Service Management (see link below). The
knowledge gained stays with participants to enable them to drive
and lead the implementation of ITSM as a best practice, quickly
and without reliance on high-cost implementations.
There are 3 main quadrant deliverables:
- Polestar Business Service Simulation, or Service Visioning,
is a one day awareness event designed to provide the sense of
achievement and cultural change required to deliver service improvement.
Participants experience the use of a balanced scorecard approach to
track IT service measurables, such as mean time to resolve incidents,
and service availability. From this, they see process maturity working
to improve results, and how to ensure a culture change for
collaboration across all of IT.
In addition there is a one day review session,
taking the lessons learnt and applying them to the organisation,
and developing an IT strategy based on customer needs.
- Process Improvement Design, which has Process Guides
(including process maps, key data, objectives and metrics),
which are based on the philosophy of "Guided by Best Practice,
Driven by infraEnterprise". Workshops are used to customise
the Process Guides to fit an organisation and its IT strategy.
- Process Mentoring provides guidance and assistance to
process owners to implement process based on the Process Guides
and IT strategy developed during a Process Enablement engagement.
This IT Service Vision gives a basis for a strategic roadmap to
realise effective IT Service Management change. Delta Software understand
the steps that must be taken, their order, what the dependencies
are, and what streams can run in parallel with each other. This
means that that the time taken to implement is often measured in
weeks, rather than months. An effective implementation plan also
ensures minimal disruption to the business through-out the process.
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ITSM Simulation Training |
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