Brochure Service Design ILO

Transcription

1 Brochure Service Design 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 Design ILO General information Service Management 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 critical knowledge and practical guidance regarding the management principals and core concepts required to design new or modify existing IT services. The ITIL Service Design publication focuses on the holistic design requirements related to people, process, technology and governance needed to convert strategic objectives into value focused IT

5 service portfolios. The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, and conformance to standards and regulations. It guides organizations on how to develop design capabilities for service management. What You Will Learn The relationship between business value and service design The principles of balanced service design (functionality, resources, schedule) How to identify meaningful service requirements The relationship between service, application, infrastructure and data architectures The key roles and organizational capabilities of service design The relationship of design constraints to service utility and warranty The advantages and disadvantages of various strategic sourcing and delivery models (insourcing, outsourcing, co-sourcing, etc.) Review of Service Design processes, and their associated policies, challenges, risks and critical success factors, including: o Design Coordination o Service Catalog Management o Service Level Management o Capacity Management o Availability Management o IT Service Continuity Management o Information Security Management o Supplier Management Interaction of Service Design processes with other Service Lifecycle processes Technology and implementation considerations for Service Design 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 design of IT services Knowledge Objective Gain critical knowledge and practical guidance regarding the management principles and core concepts required to design new or modify existing IT services Identify and agree on the business requirements for input into your service design Integrate Enterprise Architecture practices with service blueprinting Apply IT standards and policies to decision-making for service design and improvement

6 Establish an account management and business engagement based on successful Service Level Management principles Manage the risk of the organization by reducing the exposure to availability and capacity Incidents Integrate the Information Security Management System into the risk management practices of the organisation Define and categorize IT services and offer them to the business in a coherent way Improve service provisioning from an accurate and complete service catalog Certification ITIL Intermediate Certificate in Service Design> Duration 15 hours. Course days till

7 Service Design ILO Planning 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 requirements Costs Registration fee:,- Course fee: 800,- 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. ITIL is a registered trade mark of AXELOS Limited

8 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