Description
Current governance practices recommend approaching the IS function from a more marketing angle and developing a service offering. This seminar will provide you with the key elements of this new approach.
Who is this training for ?
For whom ?
Information systems directors, MOA/MOE managers, IT studies, operations, quality managers, management controllers.
Prerequisites
Training objectives
Training program
- Introduction: problematic
- The evolving role of IT in the company.
- Increasing share of outsourcing.
- The impact of "Do It Yourself" and globalization.
- Competition of internal IT services.
- Benchmarking.
- Solow paradox.
- Construction approach
- The construction of a model (Porter analysis, BCG, Ohmae).
- The formulation of the current service offering.
- The analysis of the market: evaluation of competing offers, strengths and weaknesses of the current offer.
- Negotiation on the content of the catalog.
- The choice.
- The commercial strategy
- The PAC, Commercial Action Plan.
- The packaging and publication of the offer.
- The Benchmarking.
- Organization sales and after-sales follow-up: customer service, customer correspondents...
- Presentation of an example of a service offering.
- Le Service Level Management
- SLM and quality management.
- Development of service levels.
- Organization of SLM.
- Achieving consistency SLAs with internal operations and subcontractors.
- Monitoring the offer.
- Operation of instances and customer meetings.
- Possible deviations from SLM and SLA.
- Presentation of examples of SLA.
- Managing the service offering
- Organizing reviews.
- Monitoring and evaluating suppliers.
- Aligning resources.
- Professionalization MOA/MOE relationships.
- Demonstrate the competitiveness of the offer
- Determining the costs and value of the offer.
- Benchmarking: advantages and disadvantages.
- Towards a convergence of IS cost measurements.
- The offer to demonstrate the performance of the IT department.
