SureSkills North American Services
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Learning Services Overview
SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731+1 855 278 7555
SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262
SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565
SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada+1 855 278 7555
Corporate OverviewStrategic Solution Pillars
IT Solutions and Consulting
Service, Project and Process Management
Global LearningServices
SureSkills is a rapidly growing multi-national services company offering a range of Technical IT, Business Skills, Service Management and IT Infrastructure Training and Consulting to some of the world's leading companies since 1993.
PRINCE2 PROJECT MANAGEMENT- Framework & Methodology
SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731512 694 7164
SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262
SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565
SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada512 694 7164
What is PRINCE2?
Structured methodology for effective Project Management Project framework, which is flexible & adaptable Designed to manage any project in any type of environment Best Practice - (ISO20000; ISO9000; Six Sigma; ITIL; others) Now pre-requisite for many Irish & European (public sector)
projects
SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731512 694 7164
SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262
SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565
SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada512 694 7164
Effective Service Management – ensuring economic, effective, efficient quality best practise customer service
(every time)
The Service Lifecycle
STRATEGY
DESIGN
TRANSITION
OPERATIONS(Where Value is Delivered)
• Markets? ∙ Customers?• Offerings? ∙ Why
Us?• Policies & Standards ∙ Costs/
Risks• Service Level ∙ Service Catalog
Mgmt• Utility & Warranty (Availability,
Capacity, Continuity, Security)• Supplier Management
• Change, Release & Deployment• Service Asset & Configuration• Validation & Testing• Knowledge Mgmt
• Service Desk ∙ Event Mgmt
• Incident Mgmt ∙ Problem Mgmt• Service Request ∙ Access Mgmt
CO
NT
INU
AL
SE
RV
ICE
IM
PR
OV
EM
EN
T
What Does it Mean to an Organization• Process Based Approach
– defined processes– information capture– measured activity– effectiveness & efficiency through process management
• Defined & Managed services– utility– warranty
• Improved Management Visibility• Management by Exception• Quality of Service• Efficiency of Resource Utilization• Focus on Customer & Needs• Customer Satisfaction• Streamline Through Automation
Act / Escalate
Prioritise / Filter
Record / Capture
Roadmap – ITIL Adoption
BaselineAssessment
DevelopPlan
Implement Monitor &Adjust
• Vision?• Customer & ITSM
recommendations• Baseline current
environment• Identify Gaps• Prioritise Improvements• Agree measurable
improvements• Define ROI• Finalise Business Case
• Develop plan to achieve improvements
• Process, procedure & work practice changes
• Related ITSM toolset changes
• People – education & training
• Partners – agreements• Finalise Project Initiation
Document
• Implement SIP measures as specified in PID, including data capture to support measurement
• Monitor KPI• Adjust to optimise impact• Report on improvement• Validate ROI
Roadmap – Service Improvement
Benefits & Values - Business
• Business aligned IT services– Value Adding
– Responsive
• Visibility of Costs• Consistent Service Quality• Effective Investment Decisions• Cost Justified Continual Improvement
Operational
Strategic
Tactical
ITIL Education Structure
Twenty two (22) credits to achieve the ITIL Expert level
• Strategic, Program & Course Level Design• Individual, Organization and Business Performance Objectives• Multi-Channel Instructional Design (Sales, Support, Customer,
Channel)• Unified Content Lifecycles, DITA
• Learning Paths and Curriculum Development• Competency Driven Messaging• Multi-Method Delivery (ILT, WBT, Mobile and Virtual Learning)• Performance Assessment & Global Certification Development• Translation and Localization Services
• End-User Help Desk Support for Learning Management Systems
• Course & Exam Validation and LMS Large Scale Content Migration
• Performance & Analytical Reporting
End to End Learning Solutions
Learning ServicesEnd to End Solutions
Dublin: 14 Fitzwilliam Place, Dublin 2, IrelandBelfast: Callender House, 58-60 Upper Arthur Street, Belfast BT1 4GJ, Northern Ireland
Ottawa:,1 Rideau St #700, Ottawa, ON K1N 8S7, CanadaAustin: 7000 N. Mopac Expressway, Suite 200, Austin, TX 78731, USA
www.sureskills.com Phone: +353-1-240-2222 Email: [email protected]