ITIL Training - IT Infrastructure Library

How to Measure and Justify IT Services

Classroom Learning

Also available via

Virtual Classroom e-Learning

On-Site Learning

Who Needs to Attend

Anyone responsible for contributing to or managing IT service strategy; Individuals who have attended an ITIL course and want to know how to implement the framework through practical steps.

Prerequisites

ITIL Foundation Certification

How to Define and Value IT Services

Follow-On Courses

There are no follow-ons for this course.

Improve your IT service strategy and select and justify the projects that are business aligned.

Learn how to avoid IT project failure by measuring and justifying the right projects for your IT service strategy.

In this course, you will learn to measure IT service performance so you can identify and create IT service improvement plans. Learn how to determine customer expectations and needs, evaluate IT capabilities, and analyze gaps between the two. Determine service improvement projects that can close those gaps and achieve business-IT alignment.

During this course, you will learn strategies for selecting the right service improvement project for the highest business impact. Learn to justify service improvement plans by clearly communicating IT project selection criteria in understandable language that promotes business buy-in.

You will practice measuring and justifying IT services, and you'll get take-home tools and templates to use in your own organization to rapidly build your service portfolio. Become an expert on selecting the IT improvement projects that will have the highest impact to your organization and ensure that your IT efforts are aligned with the business strategy.

In this class, you will learn how to measure IT service quality and IT capability and use gap analysis tools to select and justify an IT improvement plan. For organizations implementing ITIL, our ITIL in action materials will help you take active steps towards successful implementation. All students will learn best practices from a variety of frameworks to help you effectively turn theory into practice. Discover key principles from IT Infrastructure Library (ITIL), SERVQUAL, PMBOK, CMMI, and Six Sigma that can be applied from a practical approach to enable your IT service strategy.

What You'll Learn

Identify gaps in IT service delivery and performance
Create the gap analysis model
Conduct a gap analysis
Identify improvement opportunities based on gap analysis
Select the right improvement project
Identify the project and process tasks
Create a justified business case

Course Outline

1. Managing IT Services Aligned With The Business

What is Business Service Management
- Defining, valuing, measuring, and justifying IT services
- Value to IT
  - Strategic alignment with the business
  - Cost reductions
  - Quality improvement
  - Improved allocation of resources
- ITSM
- IT governance
- Quality management
- Project management

2. Benefits of Managing IT Services

Service desk/incident/problem management
Change, release, and configuration management
Availability, capacity, and continuity management
Service level

3. Measuring IT Services

The measurement model
- Customer expectation measurement
- IT capability measurement
- Gap analysis
Measuring customer expectations
- Who to talk to
- What to talk about (product offerings)
- What is important to the customer
- Gaining customer commitment
- SERVQUAL principles
Measuring IT capability
- CMMI principles
  - Maturity vs. capability
- Understanding levels of capability
- Measuring capability
Gap analysis
- Align customer expectations and IT capabilities
- Identifying process breakdowns or improvement areas
- Six Sigma principles
  - Quantify the value of each potential improvement
ITIL in action: Measuring IT services
- Service strategy
  - Financial management
  - Demand management
  - Service portfolio management
- Service transition
  - Change management
  - Service asset and configuration management
  - Release and deployment management
- Service design
  - Service catalog management
  - Service level management
  - Supplier management
- Service operation
  - Event management
  - Request fulfillment
  - Incident management

4. Justifying IT Services

Purpose of justifying services
IT service projects
- How they are different
- Managing the project
- Why IT service projects fail
Six Sigma principles
- The define phase
  - Reviewing corporate strategy
  - Gathering the customer requirements
Bringing the frameworks together
- ITIL
- Six Sigma
- ISO / COBIT
- SERVQUAL
- Project management, M_o_R
ITIL in action: Justifying the IT service
- Service level package
- Service design package
- Service improvement plan
- Building the business case
Using the tools
- Voice of the Customer
- Critical quality tree
- SIPOC diagrams
- Defining the scope
The business case
- Business need
- Critical activities
- Resource impact
- Chartering the team
- Roles and responsibilities