Brochure Service Strategy ILO

Transcription

1 Brochure Service Strategy ILO

2 About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students during their spare time while studying for their degree. We have come a long way since then, and now you can find us in lots of different locations throughout the world. For our global clients that means consistent services wherever they re located, whether that s Sao Paulo, Shanghai or Stevenage. A defining moment in the story of Pink Elephant was our establishment of the UK operating company in 1991 to support our involvement and contribution to the development of UK Government s initiative: the IT Infrastructure Library. Not only did we contribute to the writing of the books, we developed and delivered the very first ITIL training courses, we were also first to develop services around the library notably the application of CMM for the assessment of processes, and the use of the Kotter model for Service Management change programmes. What do we do If we were to describe what Pink Elephant does in less than 100 words it would be: Pink Elephant are an independent continual service improvement and business transformation partner that delivers professional solutions that enable organisations to: better align their services to the business improve the effectiveness of their services reduce the total costs of ownership of their services reduce inherent risk of downtime increase the positive perception of IT by your customers In short, We want to work with you to make your organisation a better place. We have come a long way since those early ITIL days. Now the scope of our solutions cover the whole Service Lifecycle, from developing strategy and new organisation structures, Service Design, Service Transition and Service Operation through to Continual Service Improvement. And as well as ITIL we utilise, where appropriate, a number of frameworks and governance models: CobIT, Obashi, Lean IT, SFIA, Green IT, 6 Sigma and ISO standards.

3 Our Services include: Managed Services Service Desk and IT Support Services the window through which your customers build their perception of IT Services Consulting Services to help you transform your IT Services Education Services to help you build internal capability Resource as a Service providing the people you require to deliver and support your IT Servicese Pink Elephant is an international organisation with offices in United Kingdom, Netherlands, South Africa, America and Canada. Pink Elephant sites worldwide

4 Service Strategy ILO General information Service Management ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice. What is Instructor-Led On-Line Training? The only difference between our conventional courses and Instructor-Led On-Line (ILO) courses is that you do not physically sit in a classroom. Instead you access your classroom online, and you can interact with your instructor and classmates with chat, audio and video as you move through the lessons. Everything else remains the same, including the same expert instructor, the same course materials, the same Pink Elephant techniques and strategies. Each session of the ILO course are taught on a specific day and time. You receive Joining Instructions, a Headset, and the course materials in advance, and to participate on the day of the class, all you need is a broadband Internet connection. This allows you to connect to a virtual classroom where you can interact directly with the instructor and your peers. Benefits of Instructor-Led On-Line Training No travel costs or travel time Same content as in the classroom version of the course Live instructor with whom you can interact and ask questions using Voice Over IP (VOIP) Modest connectivity requirements let you participate from anywhere Thin client implementation for easy system preparation Some classes may be scheduled after business hours to minimize time away from work The Course This comprehensive official ITIL lifecycle certification course will provide you with the knowledge and management principles required to formulate IT service strategy and the organizational capability to provide the vision and forward direction for Service Management. Attend this course to understand a practical approach to the processes and functions required to move an IT organization from a focus on technology to a strategic approach to managing the Service Portfolio and the ITIL processes necessary

5 to deliver value to the business. What You Will Learn Understand and apply the following core Service Strategy principles: o Dynamics and forces impacting IT management o Defining services and how services can deliver value to the customer market spaces o The impact of external markets, customer requirements and continual service improvement on the Service Strategy o Organization structures and provider types supporting an IT Value Network o Defining and managing the relationship between business and IT services and the demand for those services o Defining customer value creation o Defining and managing IT financial measures for success o The strategic benefits of service based costing and recovery o Conducting strategic assessments and dealing with market uncertainty o A practical approach to creating a Service Management strategy Review of Service Strategy processes, and their associated roles, responsibilities, challenges, risks and critical success factors, including: o Strategy Management for IT Services o Service Portfolio Management o Financial Management o Demand Management o Business Relationship Management Driving strategy through the Service Lifecycle o How to measure Service Strategy and create return on investment Target group CIOs CTOs Managers Supervisory Staff Team Leaders Designers Architects Planners IT Consultants IT Audit Managers IT Security Managers Any IT professional involved in the management of service strategy Knowledge Objective Acquire the knowledge and management principles needed to formulate IT service strategy and the organizational capability to provide the vision and forward direction for Service Management Develop an IT Service Strategy aligned with the business strategies and goals Define enterprise IT policies around standards and architectures Improve the financial transparency of IT service costs and usage Tie IT Strategy decisions to service and process investment priorities Plan the IT Service Lifecycle from concept to retirement Integrate Service and Project Portfolio Management practices

6 Improving utilization of internal and external service providers Redefine the relationship of the three types of Service Providers Define and manage strategic risk by the use of a Business Impact Analysis (BIAs) across the Service Lifecycle Certification ITIL Intermediate Certificate in Service Strategy> Duration 15 hours. Course days till

7 Service Strategy ILO Planning Generic course information Generic course information Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS). Your instructor is a highly experienced ITIL-certified member of Pink Elephant s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant s internal Certified Trainer Program. You can expect to learn from an individual with the industry s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant s vendor neutrality as well as many years of experience implementing ITIL processes in a variety of organizations worldwide. Exam, Certifications & Awards This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Strategy. It consists of a 90 minute, eight multiple choice, scenario-based, gradient scored questions. You will be provided with an exam voucher on the last day of the training course. A passing mark of 70% is required to receive your certificate (3 ITIL credits). Exam requirements Costs Registration fee:,- Course fee: 725,- Study materials:,- Exam fee:,- Packages This course is run over 6 x 2 1/2 hour sessions, typically these sessions are delivered over a 3 week period. Please call +44 (0) or info@pinkelephant.co.uk for schedule of sessions.

8 ITIL is a registered trade mark of AXELOS Limited

9 Pink Elephant Leading the way in IT Management Best Practices Pink Elephant EMEA Ltd Offices in: Middleburg House 9 Castle Street Reading Berkshire, United Kingdom For further information please contact: Pink Elephant United Kingdom Phone: + 44 (0) info.europe@pinkelephant.com Chicago Amsterdam Johannesburg Kuala Lumpur Mexico City Minneapolis Philadelphia Reading, UK San Francisco Sydney Toronto