IT Service Management pour les PME de la région du Danube

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1 IT Service Management pour les PME de la région du Danube DE/13/LLP-LdV/TOI/

2 Information sur le projet Titre: Code Projet: Année: 2013 Type de Projet: Statut: Pays: Accroche marketing: IT Service Management pour les PME de la région du Danube (DE/13/LLP- IT Service Management pour les PME de la région du Danube DE/13/LLP-LdV/TOI/ Projets de transfert d'innovation Accordé DE-Allemagne Technologies de l'information constituent un fondamental soutien pour l'innovation dans les petites et moyennes entreprises (PME). À l usage, il existe pourtant de nombreux obstacles à l innovation. Les responsables informatiques, ils doivent s occuper de IT-base beaucoup trop au quotidien (par exemple la maintenance et la préparation des imprimantes). Cette circonstance consomme des ressources et diminue la capacité d innovation. Information Technology Service Management (ITSM) est une discipline pour le management du numérique. En l occurrence l IT-département est dirigé en attentes de la clientèle et l apport á publicité du numérique pour l entreprise est explicité. L augmentation de l efficacité de l IT-département permet l innovation dans des processus et produits. ITSM4SME veut mettre le potentiel des PME dans la région du Danube l ITSM en évidence et il veut former ces entreprises dans l utilisation de l ITSM. Résumé: E-skills are crucial to boost competitiveness, productivity and innovation of small and mediumsized enterprises (SME). In Europe there is a need to ensure that knowledge, skills and competences of IT managers and IT practitioners meet the highest global standards. Since the 1980s larger companies started to use IT service management (ITSM) methods to run their IT departments effectively and to align their IT to their business strategy. But for European SMEs especially in the Danube Region it is still very difficult to implement ITSM frameworks like ITIL, TOGAF or CoBIT in their companies. Most of the IT managers don t have the necessary ITSM skills for the introduction. This leads to the situation that SMEs of the Danube Region have in comparison with larger and international operating companies skill based structural disadvantages: they can t realize efficiency effects (up to %) and are less innovative with regard to their IT management. The consortium identified the aforementioned lack of skills of IT managers as a main barrier. Hence, a main reason of the project ITSM4SME is to tackle this barrier for efficiency and innovation in the Danube Region. The main aim of the project is the improvement of the VET (vocational education and training) in addressed regions. Based on the former project INNOTRAIN IT, innovative ITSM trainings and services for learning and information shall be transferred and adapted according to the qualification needs of IT managers and IT staff of SMEs in Bulgaria (greater Sofia), Romania (greater Tirgu-Mures) and Slovenia (greater Ljubljana). This shall improve the regional situation in the fields of innovation, employment and competitiveness and support the EU Strategy for the Danube Region. : Basis of the ITSM4SME is the INTERREG IVB Central Europe project INNOTRAIN IT. The innovative project results like the ITSM method for SMEs, the training concept, training materials and an ITSM modelling tool has been adapted and will now be transferred to Bulgaria, Romania and Slovenia. Therefore, the consortium consists of three conceptually and methodically responsible partners of the INNOTRAIN IT project and three VET training partners of the Danube Region that have profound experiences in teaching IT and innovation skills. The ITSM4SME work plan consists of two cross-sectional work packages and four more content focused work packages. Starting point has been the identification and definition of the qualification requirements for ITSM in Bulgaria, Romania and Slovenia. In regional workshops with local SMEs, IT service providers, IT professionals, IT & VET experts and stakeholders regional characteristics and requirements in ITSM as well as opportunities for the transfer and qualification have 2

3 Information sur le projet IT Service Management pour les PME de la région du Danube (DE/13/LLP- been identified. Based on this, the methods and training concepts developed within INNOTRAIN IT have been adapted to the regional requirements of SMEs. The next step has been started with the preparation of training materials (presentations, ITSM guide, training cases), the development and testing of the ITSM modelling tools and the development and testing of the training platform in 3 languages (SI, BUL, RO). After completion of the material the trainers have been trained in the implementation of ITSM trainings (train the trainer). Now the organisation, the marketing and the implementation of free, one to two-day ITSM trainings with physical presence of the participants will begin in Bulgaria, Romania, Slovenia and will be carried out by regional training partners. The cross-sectional work package Project Management provides the basis for the efficient and effective management of the project and the achievement of the project goals and the work package Quality Monitoring shall ensure that the ITSM trainings and materials cover the regional needs of the target group and is based on the European Quality Assurance Reference Framework for VET (EQAVET). Within the work package dissemination, activities and evaluation based on a communication strategy and plan have been implemented. At the end, the exploitation of the project results is planed and a common exploitation strategy will be developed. Thèmes: Sectors: Types de Produit: Information sur le produit: *** TIC *** Entreprise, TPE, PME ** Utilisation et diffusion de résultats ** Qualité ** Formation tout au long de la vie ** Formation continue *** Information et Communication ** Activités de Services Administratifs et de Soutien ** Activités Immobilières ** Activités Financières et d`assurance ** Transports et Entreposage ** Commerce; Réparation d`automobiles et de Motocycles ** Construction ** Production et Distribution d`eau; Assainissement, Gestion des Déchets et Dépollution ** Production et Distribution d`électricité, de Gaz, de Vapeur et d`air Conditionné ** Industrie Manufacturière ** Industries Extractives ** Hébergement et Restauration ** Activités Spécialisées, Scientifiques Et Techniques ** Autres Activités de Services ** Enseignement ** Arts, Spectacles et Activités Récréatives ** Agriculture, Sylviculture et Pêche Autres Matériel d'apprentissage Site Internet Programme/curriculum Méthodes de distribution Enseignement à distance Modules The main outcome are 30 training courses with 2 modules (ITSM basis & change management) with targeted 240 participants (IT managers, CIOs, IT affine CEOs) from SMEs of the Danube Region. The trained IT skills shall refer to the European e-competence Framework 2.0 and the EQF. A continuous exchange of knowledge and experience between IT managers at regional and European level shall be established. The envisaged impact - based on the improvement of ITSM skills of the trainees and the better level of efficiency in the SMEs is the support of innovation, employment and competitiveness in the Danube Region. At least 120 SMEs of the Danube Region 3

4 Information sur le projet shall initiate IT based innovation processes in their company. Furthermore, an improvement of the VET offers in the Danube Region is planned. Page Web du projet: In total, 41 results are planned within the project ITSM4SME. The results are dealing for example with the analysis of the needs in the regions, the possibilities of transfer and adaptation of materials, tools and concepts, but also with topics like quality assurance, dissemination and exploitation. 4

5 Contractant du projet Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: Hochschule Heilbronn Heilbronn Baden Württemberg DE-Allemagne Université/école supérieure spécialisée/academie Personne de Nom: Adresse: Ville: Pays: Téléphone: Fax: Site internet: Dieter Hertweck Max-Planck-Straße 39 Heilbronn DE-Allemagne

6 Coordinateur Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: Hochschule Heilbronn Heilbronn Baden Württemberg DE-Allemagne Université/école supérieure spécialisée/academie Personne de Nom: Adresse: Ville: Pays: Téléphone: Fax: Site internet: Philipp Küller Max-Planck-Straße 39 Heilbronn DE-Allemagne

7 Partenaire Partner 1 Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: Institute of Technology and Development Foundation Sofia Yugozapaden BG-Bulgarie Association/organisation non gouvermentale Partner 2 Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: Asociaia Absolvenilor Universitii Petru Maior Tirgu-Mures Centru RO-Roumanie Association/organisation non gouvermentale Partner 3 Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: CATRO Management Services d.o.o. Ljubljana Slovenija SL-Slovénie Entreprise de petite et de moyenne taille (jusqu'à 250 employés) Partner 4 Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: Beatrix Lang GmbH Korntal-Münchingen Baden Württemberg DE-Allemagne Entreprise de petite et de moyenne taille (jusqu'à 250 employés) 7

8 Partenaire Partner 5 Nom: Ville: Pays/Région: Pays: Type d'organisation: Site Internet: BOC Asset Management GmbH Vienna Vienna AT-Autriche Entreprise de petite et de moyenne taille (jusqu'à 250 employés) 8

9 Données du projet INNOTRAIN IT Final Report.pdf Final Report of the predecessor project INNOTRAIN IT 9

10 Produits Quality Assurance Plan ITSM Qualification Needs (Report) ITSM Method Adaption (Report) Train the Trainer Concept Communication Strategy Media Releases ITSM Guide Project Logo ITSM Training Material (Slides) ITSM Training Platform and Process Modelling Tool Project Newsletter Project Flyer Exploitation Strategy 10

11 Produit 'Quality Assurance Plan' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: Quality Assurance Plan Type de Produit: Autres Texte marketing: The main goal of this document is to specify the quality monitoring system which provides assistance to control the project as well as the provided training. : Quality management shall ensure the best results possible within a reasonable time frame, target-performance accordance and the rapid identification of weaknesses, failings or other undesirable development concerning contents as well as financial issues. : Project Members Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_06_Quality Assurance Plan.pdf Quality Assurance Plan &prd=1 11

12 Produit 'ITSM Qualification Needs (Report)' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: ITSM Qualification Needs (Report) Type de Produit: Autres Texte marketing: The report covers regional as well as general findings of the Qualification Needs which could be a good starting point for the development of a common solution for the Danube regions (R10). The report contains also the innovatiove qualification solutions and transfer possibilities of INNOTRAIN IT results (R13). : IT Service Management is a discipline for managing IT systems, centered on the customer s perspective of IT s contribution to the business. Thus, by strengthening the performance of SME s IT departments, ITSM enables process innovation (e.g. eprocurement) and product innovations (e.g. client services) can be promoted. The goal of ITSM4SME is to make SME s aware of the potential of ITSM and train them using a blended-learning approach and a simplified ITSM method tailored to the needs of SME. : Project Members, SMEs, Training & Service Provider Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_10+13_Qualification_Needs_Transfer.pdf Report of ITSM Qualification Needs &prd=2 12

13 Produit 'ITSM Method Adaption (Report)' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: ITSM Method Adaption (Report) Type de Produit: Autres Texte marketing: This report provides an overview about the adaption of the simplified IT Service Management Method of INNOTRAIN IT for the use as part of the ITSM4SME project. : The project IT Service Management for SMEs of the Danube Region (ITSM4SME) as well as the former project INNOvation Training IT Central Europe (INNOTRAIN IT) aim to specifically promote the uptake of IT service management (ITSM) methods in small and medium-sized enterprises (SME) and thereby to strengthen regional and transnational innovation capabilities, to empower and train IT manager and staff of regional SMEs to run a service oriented IT department that deliver process and product innovation in line with their business strategy. The adaption of the INNOTRAIN IT method to meet the requirements and needs of SMEs in Bulgaria, Romania and Slovenia (Danube Region) is explained and the final ITSM4SME method is presented and described. : Project Members Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_11_Method Adaption.pdf Report of ITSM Method Adaption &prd=3 13

14 Produit 'Train the Trainer Concept' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: Train the Trainer Concept Type de Produit: Autres Texte marketing: This document containts the Train-the-Trainer Concept, which builds the basis for the qualification of the trainers. It is a critical success factor in order to assure a high training quality. : The concept, didactic approach and content of the different ITSM4SME face-to-face and online trainings are taught within a special face-to-face train the trainer meeting. Participants are the possible ITSM4SME trainers form the regions of the project partners. The train the trainer concept is the basis for the train the trainer meeting that will last two days. : Project Members Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_18_Train the Trainer Concept.pdf Train the Trainer Concept &prd=4 14

15 Produit 'Communication Strategy' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: Communication Strategy Type de Produit: Autres Texte marketing: This document describes the communication strategy for the ITSM4SME project. : The communication strategy is constantly adapted and further developed. It is the basis for all communication activities. It is designed to communicate effectively and meet core organisational objectives of the project. In detail, the document comprises the topics valorisation, objectives, project audience / target groups, messages, communications measures and results, activities, resources and timescales and evaluation and monitoring issues. : Project Members Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_23_Communication_Strategy.pdf Report of Communication Strategy &prd=5 15

16 Produit 'Media Releases' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: Media Releases Type de Produit: Autres Texte marketing: This product contains the publications in local Media. : : Press, Media Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: allemand anglais slovène roumain bulgare product files ITSM4SME_R31_Media Release 1_BG.pdf Media Release (Bulgarian) ITSM4SME_R31_Media Release 1_DE.pdf Media Release (German) ITSM4SME_R31_Media Release 1_EN.pdf Media Release (English) ITSM4SME_R31_Media Release 1_RO.pdf Media Release (Slovenian) ITSM4SME_R31_Media Release 1_SI.pdf Media Release (Slovenian) ITSM4SME_R31_Media Release 2_EN.pdf ITSM4SME_R31_Media Release 3_EN.pdf &prd=6 16

17 Produit 'ITSM Guide' Titre: ITSM Guide Type de Produit: Matériel d'apprentissage Texte marketing: This guide gives an introduction into IT Service Management and how the methods by ITSM4SME can help to close potential gaps, find motivation for innovation and improve existing IT management. : The ITSM4SME approach is not to develop and teach a "new" ITSM standard. Rather, ITSM4SME unites the concepts of the various ITSM standards that are truly relevant for SMEs and makes them available in a greatly simplified version. Moreover, the content is taught in training courses and web- based training units in a way that is specially tailored to ITSM beginners from business and IT. In doing so, the fundamental principle is reducing the complexity of existing frameworks and methods, largely refraining from technical terms and instead using an easy-to-understand presentation. : SMEs Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: slovène bulgare anglais roumain product files ITSM4SME_40_ITSM_Guide_BG.pdf ITSM Guide (Bulgarian) ITSM4SME_40_ITSM_Guide_EN.pdf ITSM Guide (English) ITSM4SME_40_ITSM_Guide_RO.pdf ITSM Guide (Romanian) ITSM4SME_40_ITSM_Guide_SI.pdf ITSM Guide (Slovenian) &prd=7 17

18 Produit 'Project Logo' Titre: Project Logo Type de Produit: Autres Texte marketing: Logo of the Project ITSM4SME : Logo of the Project ITSM4SME : Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_24_Logo Design.pdf Project Logo &prd=8 18

19 Produit 'ITSM Training Material (Slides)' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: ITSM Training Material (Slides) Type de Produit: Matériel d'apprentissage Texte marketing: The training materials are the basis for the regional face-to-face pilot trainings in the area of IT service management for small and medium-sized enterprises. : Presentation as PDF-file with two modules and about 180 slides: : SMEs Résultat: Domaine d'application: Module A IT Cost Factor or Strategic Advantage? The first training course illustrates from a business perspective how SMEs could benefit from the utilization of IT Service Management (ITSM) and why the use of ITSM is very promising. It clarifies what IT services are and how companies can align their IT strategy with their business strategy. The module explains with real life business cases, how IT services could be managed to innovate business processes and products to reach real business value. The main target group of this short training course are CEO, CIO, IT-department leads, managers, project leads, etc. Module B IT Service Management: The cookbook approach Training module B explains detailed IT Service Management (ITSM) practices, and why they are promising for SME from a technology perspective. The modular and simplified ITSM4SME Service Management method, is presented step by step. The training deals with topics like IT services, service level management, technology strategies, systems and outsourced services, service and infrastructure operations, IT procurement and continuous service improvement. This training has the character of a workshop and is designed for all kinds of IT employees like system and service developer, system operator, project but also IT department manager. Adresse du site Internet: Langues de produit: slovène bulgare anglais roumain product files ITSM4SME_15_Slides Module A BG.pdf ITSM4SME Training Slides Module A Bulgarian ITSM4SME_15_Slides Module A_EN.pdf ITSM4SME Training Slides Module A English ITSM4SME_15_Slides Module A_RO.pdf &prd=9 19

20 product files ITSM4SME Training Slides Module A Romanian ITSM4SME_15_Slides Module A_SI.pdf ITSM4SME Training Slides Module A Slovenian ITSM4SME_15_Slides Module B BG.pdf ITSM4SME Training Slides Module B Bulgarian ITSM4SME_15_Slides Module B_EN.pdf ITSM4SME Training Slides Module B English ITSM4SME_15_Slides Module B_RO.pdf ITSM4SME Training Slides Module B Romanian ITSM4SME_15_Slides Module B_SI.pdf ITSM4SME Training Slides Module B Slovenian

21 Produit 'ITSM Training Platform and Process Modelling Tool' Titre: ITSM Training Platform and Process Modelling Tool Type de Produit: Site Internet Texte marketing: The ITSM4SME Training Platform is a unique web-based platform offering IT Service Management related services tailored to IT professionals of SMEs in the Danube Region. : Tools and services are offered in the following areas: : SMEs Résultat: Domaine d'application: - Coordination of face-to-face training - elearning - IT Service Management - Information and communication - Knowledge transfer Adresse du site Internet: Training services provide facilities for face-to-face, online and train-the-trainer trainings. Materials, elearning modules, and ebooks will be available to participants and interested persons. An IT Service Management modelling method, especially developed for SMEs, implemented in a modelling tool will be available. It will be used for modelling, documenting and experimenting with IT Service Management. Reference processes and experience reports will provide information on practical experiences with IT Service Management in SMEs across Europe. Langues de produit: bulgare roumain slovène anglais allemand &prd=10 21

22 Produit 'Project Newsletter' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: Project Newsletter Type de Produit: Méthodes de distribution Texte marketing: The project newsletter provides updates about the project ITSM4SME on a regular basis. Content are the regional training courses, the results of the project and IT service management and VET in general. : You can register for the newsletter on the website of the project. The newsletter occurs on a regular basis and is only available in English. : Training Participants, Press and Media, Training Provider, Service Provider, Politics Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: anglais product files ITSM4SME _28_Newsletter_01.pdf ITSM4SME Newsletter 01/2015 ITSM4SME _28_Newsletter_02.pdf &prd=11 22

23 Produit 'Project Flyer' Titre: Project Flyer Type de Produit: Méthodes de distribution Texte marketing: The project flyer provides a brief overview about the project ITSM4SME and especially about the comming training courses. : Please note: The printed version is a folded flyer with six pages. The content of the regional versions differs (e.g. training dates) to adress the regional requirements. : SMEs, IT Experts, VET institutions, Stakeholders and Résultat: Domaine d'application: Adresse du site Internet: Langues de produit: slovène roumain allemand anglais bulgare product files ITSM4SME_Flyer_v1.1_FINAL_SI_WEB_ pdf ITSM4SME Flyer - Slovenian Version ITSM4SME_Flyer_V1_FINAL_BG_WEB_ pdf ITSM4SME Flyer - Bulgarian Version ITSM4SME_Flyer_v1_FINAL_DE_WEB_ pdf ITSM4SME Flyer - German Version ITSM4SME_Flyer_v1_FINAL_EN_WEB_ pdf ITSM4SME Flyer - English Version ITSM4SME_Flyer_v1_FINAL_RO_WEB_ pdf ITSM4SME Flyer - Romanian Version &prd=12 23

24 Produit 'Exploitation Strategy' IT Service Management pour les PME de la région du Danube (DE/13/LLP- Titre: Exploitation Strategy Type de Produit: Autres Texte marketing: The exploitation strategy of the project ITSM4SME covers all exploitation activities, shows the exploitation results and describes a possible exploitation though four reference business models. : This document is the starting point for the development and implementation of a common exploitation strategy, which describes the measures to be taken for achieving sustainability of project results, and defines specific goals in this direction. This strategy includes specific activities in order to transfer the project results to other European regions and VET systems, to commercialize the main results through the examination of sustainable business models for the further implementation of ITSM trainings, and to ensure the sustainability of the project results via the continued operation of the platforms and tools and their integration into the regional VET systems in Bulgaria, Romania and Slovenia. : VET Organisations, other Projects, Politics, Trainer, Universities, Schools, Consultants, IT- Service Provider, Project Partner Résultat: Exploitation Strategy (R36) Domaine d'application: Exploitation of the project results. Adresse du site Internet: Langues de produit: anglais product files ITSM4SME_36_Exploitation_Strategy_FINAL_ pdf Exploitation Strategy &prd=13 24

25 Événements ITSM4SME Final Conference Date Closing conference of the project ITSM4SME in Vienna. Save the date now - Details will be available soon on decision maker and IT staff from SME, training participants, VET institutions, universities / schools, intermediaries, chambers of commerce, representatives of SME or IT associations, networks and platforms, service or IT provider, press and media, politics and general public. Philipp Küller, +49 (0) , Tuesday, in Vienna, Austria ITSM4SME Media and Press Conference Date Media and press conference in conjunction with the closing conference of ITSM4SME. Details follow on Press and Media Philipp Küller, +49 (0) , Tuesday, in Vienna, Austria ITSM Training Course in Sofia Date (Svetoslav Ivanov), Phone / or / Sunday, in Sofia, Bulgaria 25

26 Événements ITSM Training Course in Sofia Date (Svetoslav Ivanov), Phone / or / in Sofia, Bulgaria ITSM Training Course in Sofia Date (Svetoslav Ivanov), Phone / or / in Sofia, Bulgaria ITSM4SME Project Workshop in Tirgu-Mures Date Meeting of the management group, quality management group and steering group. Project Partner Événement non public Philipp Küller, Project Coordinator, June 2015 in Tirgu-Mures 26

27 Événements ITSM Training Courses in Tirgu-Mures Date IT Service Management training courses for small and medium-sized enterprises. Find details about this Dr. Liviu Ciucan-Rusu, , Friday, in Tirgu-Mures, Romania ITSM Training Courses in Tirgu-Mures Date Dr. Liviu Ciucan-Rusu, , in Tirgu-Mures, Romania ITSM Training Courses in Miercurea-Ciuc Date Dr. Liviu Ciucan-Rusu, , in Miercurea-Ciuc, Romania 27

28 Événements ITSM Training Course in Sofia Date (Svetoslav Ivanov), Phone / or / in Sofia, Bulgaria ITSM Training Course in Sofia Date (Svetoslav Ivanov), Phone / or / Sunday, in Sofia, Bulgaria Training Courses in Ljubljana Date Anton Žvanut; ; in Ljubljana, Slovenia 28

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