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. 2. 3. 4. 5. 6. 7. What best practices to view and draw service improvement requirements of the organization? What it means to lead ICT services in the organization? What is the business of ICT services in the organization? How to build the ICT services and products of the organization? How to deliver and support the ICT services and products of the organization? How to insure the integrity of the ICT services and products in the organization? 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. 2. 3. 4. 5. 6. ICT Services Capability Maturity Assessment Matrix Business Key Performance Indicators of ICT Service Management ICT Services Manager Terms of References Solution Business Readiness Assessment Template ICT Services Performance Measurement ICT Services Security Risks and Threats Profile

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