IT Service and Run Management
IT & Information Security Management Education
Exploring and developing skills for IT roles and functions in modern times.
The module is set up to confront the participants with increased complexity, challenge them with strategic approaches concerning the elements of innovation and governance.
Find out what management techniques lead to operational excellence, customer intimacy and product leadership.
Interested in enrolling in the module?
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Practicalities
English
1 day/week (evening class)
Every Wednesday, from January to March 2019
2500 €
(VAT. excl.)
What will you learn
Our objectives for you are to:
Understand the fundamentals of IT Service and Run Management
Sessions
Learning objectives
| Setting the scene: the Wall Street Shuffle (simulation game) | Feel the tension and complexity of the demand-supply field, understand the impact of attitude and behaviour and experiment with process-oriented workflows |
|---|---|
| Service Strategy | Assess customer needs and the market place, determine which services to offer and what capabilities to develop |
| Service Design | Design new services as well and make new changes or improvements to existing services |
| Service Transition | Ensure that changes to services and processes are carried out in a coordinated way |
| Service Operation | Ensure that IT services are delivered effectively: fulfilling of user requests, resolving service failures, fixing problems, carrying out routine operational tasks |
| CSI & Performance Management | Methods from quality and performance management to learn from past successes and failures and how to operate in a more efficient way |
| Building your IT Strategic Plan | Brief introduction about IT strategy: work session of developing an IT strategic plan linked to your business priorities |
| Sourcing | Procurement and management practices aimed at finding, evaluating, engaging and coordinating suppliers for acquiring goods and services |
| Lean Thinking | Eliminate all kinds of waste (work that adds no value) |
| IT Governance though other frameworks e.g. COBIT, ISO 20k; ISO 38500 | Choose your battle |
| The module is concluded by an assessment (multiple choice questionnaire, short assignment, workshop, report writing and/or presentation before a panel jury) to validate its completion. | |
Topic Leader Hans Dobbelaere
As Topic Leader, Hans will induce awareness about the importance of Attitude, Organisational Maturity and Transformational Leadership.
He is currently the CEO of WES Research & Strategy with high expertise in finance, performance and people management as well as in IT governance (ITIL/ISO 20000/ CobiT), organisational change and business and personal coaching.