Day 1: Defining IT Service Value and Portfolio Direction

Value of IT Service Management

• Clarify problem beneficiary before investment
• Estimate benefits costs operational implications
• Evaluate expected value versus alternatives
• Define measurable outcomes for review

IT Service Lifecycle

• Align service management with value
• Clarify handoffs across support teams
• Control changes affecting service stability
• Create prioritized service improvement backlog

IT Service Portfolio

• Define criteria for comparing initiatives
• Assess value effort delivery risk
• Balance quick wins strategic investments
• Build prioritized initiative portfolio

Day 2: Managing Requests, Incidents, Problems, and Change

IT Services Requests and Incidents

• Distinguish service requests from incidents
• Classify urgency and impact consistently
• Restore service before problem analysis
• Close service case with documentation

IT Services Problem and Root-Cause Analysis

• Identify recurring incidents requiring analysis
• Distinguish symptoms from root causes
• Use evidence to test causes
• Track permanent fixes through verification

Change and Release Control

• Identify groups affected by releases
• Explain release purpose by role
• Support teams through adoption barriers
• Use feedback to reinforce changes

Day 3: Building the Service Catalog and Support Experience

IT Service Catalog and Levels

• Define services using customer language
• Record ownership support service levels
• Align catalog with delivery capability
• Review outdated duplicate service entries

Service Desk and User Experience

• Structure service desk around users
• Capture sufficient context initially
• Clarify ownership and expected timing
• Use feedback improving support experience

Asset and Configuration Management

• Define services around measurable outcomes
• Clarify ownership across service lifecycle
• Apply structured incident problem practices
• Use performance evidence for improvement

Day 4: Strengthening Knowledge, Vendors, and Continual Improvement

IT Services Knowledge and Solutions

• Record reusable solutions from cases
• Write retrievable knowledge articles
• Verify accuracy before publishing guidance
• Retire outdated knowledge content

IT Services Vendors and Support Chains

• Assess vendor influence on decisions
• Define vendor expectations before implementation
• Establish communication routes for issues
• Review partnership performance against commitments

Metrics and Continual Improvement

• Define measures linked to outcomes
• Set baselines and meaningful targets
• Analyze variation before drawing conclusions
• Use indicators to trigger intervention

Day 5: Automating Service Delivery and Governance

Automation and Workflow Simplification

• Capture current end-to-end service flow
• Separate value-adding from avoidable effort
• Remove unnecessary approvals repeated capture
• Design simpler future-state service flow

Service Governance and Role Allocation

• Identify ownership gaps affecting delivery
• Clarify interfaces across delivery teams
• Set approval points for decisions
• Validate role clarity through scenario

IT Service Improvement Plan

• Sequence service improvements into stages
• Assign improvement owners and deadlines
• Link service dependencies with decisions
• Identify evidence confirming improvement stages

• Cases examining value of IT service management within realistic organizational constraints
• Hands-on exercises applying change and release control to a defined workplace problem
• Small-group review of vendors and support chains using evidence and peer challenge
• A final workshop producing an IT service improvement plan tied to service evidence