How To Conduct An IT Service Management Process Assessment

COURSE OVERVIEW

This two-day workshop will provide assessment leaders, program managers and key stakeholders with the knowledge and skills required to initiate, plan, conduct and evaluate the results of an IT Service Management (ITSM) process assessment project. In this hands-on workshop, participants will be guided through a step-by-step approach for conducting their ITSM process assessment, based on industry best practices and Pink Elephant’s extensive consulting experience.

WHAT YOU WILL LEARN

Understand the role of ITSM assessments in continual improvement
Understand best practices for planning and conducting ITSM assessments
Be able to explain the benefits and key drivers of assessments
Understand and compare different assessment models and approaches and learn how to select the best model for the organization
Have a detailed knowledge of how to determine process maturity using the SEI (Software Engineering Institute) Capability Maturity Model (CMM)
Understand how to identify communication and learning objectives for key stakeholder groups
Learn communication steps and strategies to use at each stage of the assessment
Understand how to select and equip assessment team members and respondents
Practice techniques for interviewing and leading workshops and interviews
Understand how to analyze and interpret results
Learn how to identify quick wins and prioritize process improvement actions
Learn methods for interpreting the results of a process assessment project
Understand how to use data from the assessment to develop road maps and process improvement plans

TAKE-AWAYS

Define your organizational and process scope for the process assessment
Evaluate and develop your assessment methods and tools
Leverage CMMi industry standard maturity models in your assessment strategy
Use best practices for effective data gathering in group and individual settings
Create a repeatable assessment practice for your organization
Effectively communicate assessment results
Translate your assessment results into practical improvement guidance and steps
Use internal and external benchmark data to support your continual process improvement strategy
Use your assessment output as the basis for a business case for process improvement

This course also prepares participants for the Pink Elephant examination leading to the Certificate in IT Service Management Process Assessment.

COURSE & INSTRUCTOR ACCREDITATION

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), the Information Systems Examination Board (ISEB), 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.

WHO SHOULD ATTEND & PREREQUISITES

Program Managers
Process Owners / Managers
Project Managers
Process Stakeholders
IT Managers
Service Delivery Managers
Business Analysts
Process Designers
Continual Service Improvement Managers

While there are no mandatory prerequisites, this is an advanced workshop related to assessing ITSM processes, which assumes that the attendee is already familiar with general ITIL® terms and theory.

It is strongly recommended that you have the Foundation Certificate in IT Service Management before attending this course. If you do not hold this certificate, it is attainable through Pink Elephant’s ITIL Foundations course.

EXAM, CERTIFICATIONS & AWARDS

This course also prepares participants for the Pink Elephant examination leading to the Certificate in IT Service Management Process Assessment. A 60-minute, 40 question, multiple-choice exam. Pink Elephant facilitates and marks the exam, which is scheduled on the last day of the course. A grade of 65% or more must be achieved to receive the certification.
You will attain 13 professional development units (PDUs) for Project Managers
You will attain 1.3 Continuing Education Units
You will attain 15 Continuing Professional Education credits

CLASS SIZE

Maximum class size is 16 students per instructor.

FEE FOR ONSITE TRAINING

To inquire about fees for bringing this course to your location, call us at 1-888-273-PINK. For terms and conditions related to onsite location deliveries, call our Customer Service Center.

FEES FOR PUBLIC COURSES

CAD $2,095
USD $1,895

View terms and conditions related to public courses.

Fees do not include applicable tax, which is payable for all events presented in Canada.

Start Date	End Date	City	Country	Price	Add To Cart
Aug-14-12	Aug-15-12	Scottsdale, AZ	United States	1,895.00 USD