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E-GOVERNMENT SERVICES MANAGEMENT:

ICT Services Management Essentials: Practitioner's Guide on Standards and Practices

Management of today's ICT services demands relevant information, methodology and skills to realize
the demand of integration, proactivity, cost-effectivity, return of investment, sustained security, continual
improvement, and quality of experience. It calls for logical framework, methodical planning, reasonable
metrics, re-usable templates, effective technology, and people skills to manage ICT services towards realizing
the business strategic goals of the organization.

The ICT services management essentials presents the core knowledge and skills on ICT service
management from the contextual experiences of practitioners, and from the learned lessons provided by best
practices standards. The experiences and learned lessons are in the form of methodology standards,
capability maturity assessment, process templates, and technology solutions.

Target Participants:

ICT Services Executives, Managers, Supervisors, Senior Support Personnel and Business Managers

Training Goal:

Improve the capability of ICT Service Managers to understand and to respond to the following key
Interrogatives:

1. What best practices to view and draw service improvement requirements of the organization?
2. What it means to lead ICT services in the organization?
3. What is the business of ICT services in the organization?
4. How to build the ICT services and products of the organization?
5. How to deliver and support the ICT services and products of the organization?
6. How to insure the integrity of the ICT services and products in the organization?
7. How to use open standard software to management ICT services of the organization?

Training Modules:

The following are the themes of knowledge and skills to introduce and improve the essential
competencies of ICT services management in the organization. The topical content builds on lessons
learned from the variety of standard documents and practices templates in order to present the
“what to know”, “what to do”, and “what to be” of effective ICT services management. The learning
topics provide “bird-eye-view” of the certifying models on ICT services management.

Module 1: Benchmarking Standards


Objective: Explore and elaborate the standard references to understand ICT service management
Topics:
• IT Services Life-Cycle Model (ITIL)
• Services Capability Maturity Model (SEISCMM &ICTSMCMM)
• IT Governance Framework (COBIT)
• IT Services Standard Certifications (ISO)
• Specific Industry IT Services Management Model
• IT Services Continual Improvement Needs

Module 2: Governance Requirements


Objective: Illustrate the requirements of governing ICT services in the organization
Topics:
• Leadership Imperative
• Decision Domains
• Organization
• Challenges of Government CIO

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Module 3: Business Strategy
Objective: Define, strategize and plan the business of ICT services in the organization
Topics:
• Business Model
• People, Process, Technology, Culture, and Legality
• Enterprise Architecture
• Strategic Plan
• Action Plan
• Resource Plan
• Financial Work Plan
• Marketing Plan
• Risk Management Plan
• Business Key Performance Indicators

Module 4: Solution Development


Objective: Identify the methodology and processes in building the ICT services and products
Topics:
• Life-Cycle Framework
• Acquisition Strategy
• Business Analysis Model
• Solution Readiness Assessment

Module 5: Service Operation Processes


Objective: Identify the methodology and processes in providing support and maintenance in the
delivery of ICT services and products
Topics:
• Service Level Management
• Configuration Management Database
• Service Desk
• Strategic and Tactical Processes
• Operations Critical Success Factors and Performance Measurement

Module 6: IT Security Management


Objective: How to insure the integrity of ICT services and products in the organization?
Topics:
• Security Domains
• Security Standards
• Security Software
• Risk and Threats Profile

Module 7: Open Standard Software


Objective: How to use open standard software to manage ICT Services?
Topics:
• Service Desk
• Configuration Database
• Document Management
• Tracking and Monitoring

Participants Activity Output:


At the end of the training the participants accomplishments are represented by the following
documents.

1. ICT Services Capability Maturity Assessment Matrix


2. Business Key Performance Indicators of ICT Service Management
3. ICT Services Manager Terms of References
4. Solution Business Readiness Assessment Template
5. ICT Services Performance Measurement
6. ICT Services Security Risks and Threats Profile

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