Certificate in IT Service Delivery

Course Overview

In today’s business climate, companies are striving for Business Excellence and even Customer Excellence. This means that your IT service has to support, and often even fuel, the required transformations of the business.

Unfortunately in practice, with a confusing array of IT best practices and frameworks, limited progress has been made in improving the contribution of IT services and their business alignment. Timeliness, fit- for-purpose, cost efficiency and transparency are still less than they should be.

Business managers are usually not too satisfied about IT performance or about IT transparency. Too often, this leads to adverse reactions such as improperly managed outsourcing actions. These may seem to reduce cost and improve delivery at first sight, but can easily worsen the situation, e.g. damage business flexibility and time to market, while only delivering sub-optimal cost benefits. Today’s businesses require a more practical, more effective and more aligned IT-improvement. IT itself needs to transform!

Benefits Of Attending

• Reposition your IT department by improving its impact on, and appreciation by, the business
• Organise effective IT relationship management and expectation management, rapidly improving relations with the business
• Measure the quality/cost ratio of your IT services and improve it
• Understand and apply all relevant improvement concepts from both IT industry and management sciences, such as COBIT 5, ITIL 3, core competencies and lean
• Understand what it takes for real IT leadership
• Propagate a self-steering IT organisation, to allow you more time devoted to strategy development

What You Will Gain Out of This Course:

• Clarified IT service offerings for improved expectations and performance
• Stronger relationship management for satisfied internal clients
• Motivate your IT staff to set priorities and perform their best
• Apply proven BPR and BPM principles to achieve significant process improvement
• Propagate a self-steering, self-adaptive IT organisation
• A roadmap towards implementing permanent IT improvement
• Help your CEO understand his own role in creating value out of IT
• Take back the first outline of your own improvement plan for immediate action