DIGANO - Making a Difference

WHAT

The IT Infrastructure Library (ITIL), COBIT, MOF and ITUP are accepted as effective and efficient frameworks for managing and controlling the quality and costs of delivering IT services and keeping them aligned with business needs and ever changing business direction.

This course covers the following topics:

The course is based on the volume "Planning to Implement IT Service Management": the green ITIL volume, and experience drawn from a variety of other quality frameworks. The green leaves of the ITIL tree provide you with the oxygen you need to survive and grow as a business.

ITIL is a framework based upon world best practices.

WHY

As the impact of global business competition is increasingly felt by organisations worldwide, technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages of IT systems start to affect the survivability of organisations, one can no longer afford to operate a business in today’s world without structure and control.

Organisations need structure and control in order to survive.

WHO

The "Designing and Implementing IT Service Management: iSquare" course is suitable to anyone with an affinity or interest in management best practices. Although it is beneficial to have some experience with IT, this is not a prerequisite as this course focuses on the management of IT, not on the underlying IT technology.

There are no prerequisites for this course, other than a good mood, sense of humour and willingness to learn from each other. Management experience will be a pro as this courses emphasises on the actual implementation challenges and the management thereof. Knowledge on ITIL Foundation level, MOF, ITUP or COBIT would be very beneficial.

Anyone who wants to implement IT Service Management or works as part of an implementation team or is struggling with the polictis and culture of an IT Service Management implementation will benefit from the "Designing and Implementing IT Service Management: iSquare" course.

WHEN

The "Designing and Implementing IT Service Management: iSquare" course can be scheduled as an internal course by any organisation in the world at a place and time that suits them, and at the same time also fits in our schedule. The course is available in either a 2 day or 3 day format, but we highly recommend the three day course.

This course is available as public course, but can also be scheduled as an internal course. This course does not have an official EXIN/ISEB/APMG exam as yet, but DIGANO provides a number of small tests to check your knowledge during the course.

This course comes with full online support resources, such as mock exams, summaries and templates. The course has been developed in Australian/UK English, but on request, can be tailored to meet local conditions, language and culture.

Whenever you feel it’s time to increase quality of services, reduce costs, and realign IT with the Business.

WHERE

The "Designing and Implementing IT Service Management: iSquare" course runs regularly in all major cities of Australia and New Zealand. However, we support any organisation anywhere in the world when it comes to IT Service Management.

On request internal courses can be arranged to suit your own specific needs. Organising your own internal courses is typically more efficient and can be tailored to gain maximum effect. We also license our courseware to organisations who want to run their own ITIL training.

We typically recommend an offsite training venue, not co-located with the work-environment, to provide students with maximum learning experience.

Anytime, anyplace, anywhere!

HOW MUCH

The 2 day "Designing and Implementing IT Service Management: iSquare" public course is au$1150 (excludes GST) per student.

The 3 day "Designing and Implementing IT Service Management: iSquare" public course is au$1725 (excludes GST) per student.

A course will be scheduled for a minimum of 6 participants and a maximum of 12 participants.

Prices for internal courses are typically lower and will depend on the facilities that will be made available by the client, such as training venue, lunches and multimedia equipment (e.g. data projector, electronic whiteboard and flipcharts).

Please contact DIGANO if you would like to run an overview course in your own organisation.

Please contact DIGANO if you would like to run an overview course in your own organisation.

Knowledge is the engine that makes your organisation run. Keeping this engine lubricated is priceless.

PREVIEW

We don't believe in slides and presentations with lots of text, but do believe in interactive discussion, pictures, animation, games, puzzles, quizzes, role-play and use of video. In others words - we are "Making a Difference" - we are creative communicators! We also believe in using online resources to add to the value of class-room based training. We call this hybrid (or blended) training and it seems to work a lot better than following only online or only class-room based training.

Quality is Life - Life is Quality!

TEST

Please try to answer the following seven questions. These are questions for which the anwers will be provided in the course.

1. Mention the six key stages of the generic roadmap to a successful IT Service Management implementation.
2. According to Burt Nanus a vision statement must adhere to these four rules. Describe the four rules.
3. Name the five process maturity levels from the Process Maturity Framework (PMF).
4. Describe the use of Victor Basili’s GQM paradigm.
5. Describe the use of the Kübler-Ross utilisation curve and its relationship with organisation transformation failures. What six key points on the curve are recognised?
6. There are many different techniques to position process performance. One technique is using objectives and measurable targets. What are the other five techniques?
7. What are the two key knowledge management components and what is their relationship with the Balanced Scorecard (BSC from Kaplan and Norton)?

Knowledge is nothing without the abilty of applying it to the real world.