Service Managment Workshop
This workshop establishes the existence and maturity of service management practices in your organization. The assessment benchmarks your processes and industry best practices, including IT Infrastructure Library (ITIL) standards. When complete, the workshop enables IT to create action plans for implementing identified processes and practices.
Workshop approach
The workshop assesses up to eight IT service management processes. You can select from the following processes:
- Service desk
- Incident management
- Problem management
- Change management
- Release management
- Availability management
- Service level management
- Configuration management
Typical workshop agenda
Part One - Introduction: 90 minutes
- Executive sponsor input
- Introduction to service management best practices
Part Two - Process Assessments: 4 hours Part Three - Into Action: 90 minutes
- Interpreting results
- Creating action items
Who should attend
The workshop is designed for functional leaders of Service Management processes and should be limited to 10 professionals for each workshop. In addition to process owners, typical attendees include leaders from data center operations, desktop support, help desk, network operations, change control, application management, and asset managers. Executive sponsors should attend the first 90 minutes of the workshop.
