Skills for professional IT service management

In the current economic environment it is essential that the IT service is not only effective, but is streamlined, efficient and focused. This course looks at the management, development and deployment of the skills required in a professional IT team to enable the delivery of excellence through effective IT Service Management (ITSM).

ITSM, which can include use of the IT Infrastructure Library ITIL or Control Objectives for Information and Related Technology COBIT, is the proven professional way of managing the IT service, and can help you and your colleagues in the drive to provide high-quality, streamlined and efficient IT services to underpin the transformation of your organisation.
This course will look at the skills required to achieve this; the effective deployment of people and skills in the team; organisation and team performance issues; and the challenge of skills and service development when budgets are under severe pressure.

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To book a place on this course, please use our online booking facility or contact us on 0845 241 2773.

Course Content

• Background to SFIA, ITSM, ITIL and COBIT and use of good practice frameworks and models.
• Review of process and organisational maturity, readiness and drivers for the implementation and continued development of ITSM and improved IT team performance.
• Planning for ITSM in a difficult economic regime.
• Team structures and organisational options, including managing with smaller teams and managing across organisations.
• Managing the implementation project, development and deployment of the appropriate skills, risk mitigation and delivery of benefits.
• Sustaining and continuing the development of ITSM, including review of the potential benefits of ISO/IEC 20000 for the whole organisation.

The course draws on a number of Socitm Insight publications on good practice in ITSM.

Who Should Attend?

This is a practical course, aimed at those involved in implementing effective ITSM. It will be useful for those preparing the business case for change in the IT team, and for those well down the pathway to structured ITSM looking to ensure the changes become embedded in the culture of the organisation and actually deliver the anticipated benefits.

Tutor

Mary Wintershausen is a highly experienced trainer, has facilitated workshops on the implementation of SFIA and ITIL, and has researched and authored best practice reports on IT service management, skills management and ITIL for the Socitm Insight service.

Pre-Event Activities

Delegates will be asked to complete a pre-course questionnaire in order to guide the detailed planning and fine-tuning of the event in order to better meet the needs of the group.

Post-Event Activities

Delegates will be invited to join a discussion forum.

SFIA/ Government IT Profession Skills

This course will help participants to develop the following skills:

• IT service management ITMG
• Change implementation and management CIPM
• Organisation design and implementation ORDI

It also covers the SFIA skills required for effective ITSM, including those relating to service strategy, service design, service transition, and service operation, as well as continuous improvement.

CPD Scheme Points

Those attendees participating in the Socitm Continuous Professional Development Scheme may claim 4.5 points.

This course relates to the Skills Management and Commissioning and Managing Services elements of the Council of the Future model.

Please note that this is not an accreditted ITIL course.

Please note our booking conditions. Confirmation of your reservation and an invoice will be sent by email unless otherwise requested. Invoices should be paid within 10 days. Cancellations may be made without penalty up to 30 working days before the course start date, while half of the fee will be refunded for cancellations made up to 14 days before the start date. The full fee is payable for cancellations made within 14 days of the start date, however, substitute delegates are welcome at any time.