Service Value Chain Management Diploma

Service Value Chain Management Diploma

Program Description

Whether you are into managerial position or a support center or service manager, Eslsca Diploma in Service Value Chain Management (SVCM) provide the knowledge, skills and competency you need to successfully lead your activities, team and organization.

These intensive service management courses provide the tools and techniques to manage day-today operations as well as to plan for future growth and proactively deal with inevitable business and services change. SVCM teaches exceptional management skills by developing and delivering courses to:

• Develop leadership, decision-making, and staffing skills in a dynamic service or support environment

• Use and keep hands-on tools to plan and measure your success

• Understand how your operation links to and contributes to the overall success

The education tackles and provide skills to overcome:

• Lack of cooperation across service value streams and functional components

• Insufficiently integrated management processes and measurements in organizations

• Lack of prescriptive guidance and value management

• Investment in organization problems solving is not enough in adding value

• Inability to gain true insight • Maturity and progress management

• Urgent Needs to tackle disruptive innovations like cloud, agility, mobility, BYOD and others

The education provides you with relevant and valid competences and skills to engage in manage service companies and organizations in a global context. It can be utilized not only in traditional service industries, but also in relations to transformation of product-based industries into service model based.

The community’s need for qualified and driven managers in the service sector is growing, thus companies can become more competitive by having managers with service expertise. The programme combines specialized subject knowledge with an interdisciplinary approach including a wide perspective and environmental affiliation.

Discussed and addressed within this diploma are models to describe categories and analyze value creation through services. Special focus is on how the organization can create value for the customers and how customers themselves create value, and how this takes place in direct interaction between customers, stakeholders, organizations and society.

Programme Learning Outcomes:

• Guaranteed annual planning and budgeting process.

• Portfolio of investment strategy focused on innovation.

• Planning connect with what is delivered.

• Less time in creating something that runs on several platforms.

• Annual service releases prioritized to meet business needs.

• A fast-incremental approach for reliable services.

• Satisfy service requests.

• Track cost, performance, business value, and risk as a basis for improvement decisions for functionality

• Dramatically reduce total cost of ownership for service management processes and supporting tools

• Ability to deliver standards-based, integrated high quality solutions at lower cost

• Opportunity to focus on differentiating innovation

• Move beyond traditional process consulting

• Faster, predictable time to value

Audience for this diploma:

• CXO’s

• Senior Managers

• Managers

• Supervisors

• Service Professionals

• Operations Practitioners

• IT Development Practitioners

• Individuals who require a business and management level understanding of the service value chain and value streams and how value streams may be implemented individually or collaboratively to enhance the quality of business and service value provision within an organization

• Individuals seeking the expertise in IT Service Value Streams and Value Chain Management

Courses:

You introduced to a broad spectrum of issues related to service value chain management, the service value chain management structured around 4 management streams addresses how to:

• Define strategic objectives, align business and service roadmaps, set up standards and policies, enterprise architecture, service Portfolio rationalization, create service blueprint and roadmap, consolidate demand, analyze priority, urgency, and impact, create new or tag existing demand and selection of business value, risk, costs, benefits & resources, what-if analysis, and ensure governance.

• Plan and design services, project plan, logical service model, requirements, functional & technical designs, standards & policies. Service development, agile, iterative, waterfall, and source & set up development environment, version control and developer testing. Functional test and security test (static, dynamic). Deploy release plan, change and configuration process, knowledge management, application and security monitors.

• Design and publish catalog items from all fulfillment engines, set pricing, options, and SLA, publish services, portal engagement, personalized experience, self-service, manage subscriptions, route fulfillments, automate deployment, use internal and external providers and integrate with change, asset and configuration systems.

• Detect and see events, alarms, and metrics across the entire infrastructure, understand user issues, trace the relationship between events, diagnose and enrichment of: root cause, severity and business impact, defined escalation path, auto-fixed common issues, define change request, perform problem and risk analysis, approve, implement change, leverage run books, verify recovery and close records.

I. Service Strategy Architecture, Demand and Portfolio Management

This course addresses the management of functional components where the following topics rationalized:

• Define the baseline and the target organizational architecture vision, business architecture, information system architecture and technology architecture through:

• Identify and define organizational stakeholders

• Identify and define organization business services

• Identify and define organizational financial, customer, business and growth goals

• Identify and define organizational functions, processes, roles, actors, objectives, drivers, motivations, contracts triggers, etc.

• Identify and define organizational data and applications architecture

• Identify and define organizational technology architecture requirements

• Manage the portfolio of services in plan, transition, production, and retirement. Provide an authoritative source for the list of services that organization delivers, has delivered in the past, or brokers to itself and business. Any organizational service within the Service Portfolio functional component often corresponds to one or more entries in the Offer Catalog and answers:

• What services currently offered?

• Do we have gaps or overlaps in our Service Portfolio?

• Do we need to eliminate some services?

• Tell us, where we are heading.

Learning Objectives:

This course enables learners to be able to:

o Define overall objectives for the Service Portfolio as well as each individual service.

o Collect input from corporate business strategy documents to drive portfolio decisions.

o Align business with IT road map by understanding ongoing business processes in the organization that needs to be considered.

o Decides answers to the following questions:

o What services are currently being offered?

o How they are changing? o Documenting the current, future and transition states for each component in the overall organization, as well as each individual Service Model.

o Rationalize the service portfolio and blueprint by answering questions such as:

o What services are currently being offered?

o Do we have gaps or overlaps in our Service Portfolio?

o Do we need to eliminate some services?

o Consolidate demand for IT resources from new business requirements, technology changes, project demands, change requests from production, etc.

o Analyze priority and assess each individual demand entry to compare one demand with another and make good decisions.

o Document all demands, and score the demand with the results of assessment

o Ensure governance by monitoring the projects that get selected, ensure they are staying within time, budget, resource and deliver value to the organization. During this activity, we may need to stop or delay projects or reallocate funds to other projects.

II. Service Policy, Proposal and Finance Management

This course addresses the management of functional components where the following topics rationalized:

• Governs and controls services of an organization by putting in place policies that aligned and audited by:

o Providing a central repository for storing and organizing all types of service policies based on various templates and classification criteria.

o Providing policy data object related to the service data object.

o Providing policy data object related to the requirement data object.

• Manage the portfolio of organizational service proposals that proposed, approved, active, deferred, or rejected. This authoritative source for the list of organizational proposals requested over a given time that may result in the creation of Scope Agreements for projects:

o Shall create a scope agreement from rationalized portfolio.

o Shall include activities for scope agreements requiring an expedited analysis and approval.

o Shall include activities for proposals requiring structured analysis and approval

o Shall review the scope agreement change request from design value stream.

o The project portfolio reports to the investment portfolio to accurately track progress and outcomes for a given scope agreement.

o Shall identify security controls necessary for protecting the various classifications of data.

Learning Objectives:

This course enables learners to be able to:

o Set up standards and policies to guide investment decisions and help to properly manage risk in the organization o Governs and controls services of an organization

o Getting a clear business case (value, risk, costs, benefits & resources) for each portfolio demand to make proper decisions

o look at the portfolio together in its entirety and test out what the results would look

o Manage the portfolio of IT proposals that are proposed, approved, active, deferred, or rejected. This is the authoritative source for the list of IT proposals requested over a given time that may result in the creation of Scope Agreements for projects.

III. Service Requirements, Design and Change Enablement

This course addresses the management of functional components where the following topics rationalized:

• Scope agreement from the Service Strategy Value Stream rationalized and a change initiative created to manage the overall work to manage it within itself by:

o Coordinate the creation and ongoing execution oversight of change Initiatives.

o Create change Initiatives based on the specifications outlined in the Scope Agreement, including cost, time, scope, and quality.

o Aggregate, track, and report status, resources consumed against project plan.

o Govern, coordinate, influence, and direct initiative execution.

o Ensure financial goals and boundary conditions are adhered.

o Maintain the connection between initiatives and associated service(s) developed.

o Maintain the linkage/traceability between Scope Agreements, Change Initiatives, and Service Releases.

o Coordinate the acquisition of resources required to source/create a service in a project.

• Logical design on the conceptual design from portfolio management and incorporates the functional and technical requirements as well as organizational standards and policies.

Learning Objectives:

This course enables learners to be able to:

o Manages requirement through the lifecycle of the service.

o Service-level requirements captured as Requirements.

o Maintain traceability of each requirement to the original request that generated the Portfolio Backlog Item throughout the service value chain. o Collects, refines, scopes, and tracks progress of requirements.

o View portfolio, program, product or team backlogs as a subset of the requirement data object.

o Creates the Logical Service Blueprint for the service(s) and ensures that the service meet the requirements from the Scope Agreement, Change Initiative, and/or Portfolio Backlog Item and performs up to expectations regarding the Key Performance Indicators (KPIs), Key Risk Indicators (KRIs), and Service-Level Agreements (SLAs).

IV. Service Composition Management

This course addresses the management of functional components where the following topics rationalized:

• Ensures that the service developed in accordance to the design specifications, organizational standards, and policies. Also, ensures whether the service developed as per both the functional and non-functional requirements, so that the service operated successfully and aligns with customer expectations, and requirements. Further, the component helps to produce and manage stored source and documentation and:

o Creates, manages, secures, and tracks builds to build package.

o Receive the source data object and manage the creation, implementation, automation, and security and storage of all Builds.

o Run dynamic testing before the RFCs created for moving the new or changed service into production.

o Monitor and report on the results of each integration Build.

o Initiate or automate the delivery of Builds to the Build Package for validation by the acceptance testing team as candidate release builds.

• Creates a deployable package made up of one or many Builds and manage the Build Packages and relationships to the Service Release Blueprints.

Learning Objectives:

This course enables learners to be able to:

o Manage the Release Package, Service Release, Service Release Blueprints, and overall Service Release for developing and delivering new or changed services to the Fulfilment Value Stream to facilitate a smooth transition to operations.

o Begin the creation of monitors, batch processing, backup/restore, etc. for the service, to ensure supportability as part of organizational operations enablement.

o Manage the release artifacts within the Release Package by centralizing all elements of the Service Release Blueprint from the various functional components

V. Catalogue and user engagement Management

This course addresses the management of functional components where the following topics rationalized:

• The Design & Publish of services for consumption by the end user; aggregate multiple catalog items and offers that into a single unified Service Catalog, while defining the available options, pricing, and service levels for each of the available catalog items.

• Present offers to consumers and enables the shopping experience. Offers are based on Service Catalog Entries developed in the Catalog Composition functional component; they are created from the consumer point of view and can be tailored to different personas, roles, or functions using profiling.

• The user’s engagement with the catalog, subscribe to services and manage their subscriptions. Ensures that users have a consistent yet personalized experience across all engagements and have easy access to information as well as self-service capabilities to empower users to help themselves, if needed.

Learning Objectives:

This course enables learners to be able to:

o Aggregate multiple catalogue items and catalogues into a single unified Service Catalogue, while defining the available options, pricing, and service levels for each of the available catalogue items.

o Published the catalogue in the form of offers that enable them to be consumed by end users.

o Enables users to engage with the catalog, subscribe to services and manage their subscriptions

o Ensures that users have a consistent yet personalized experience across all engagements and have easy access to information as well as self service capabilities to empower users to help themselves, if needed.

VI. Service Deployment, Usage and Charging Management

This course addresses the management of functional components where the following topics rationalized:

• During the Deploy/Fulfil phase, processing all user requests and perform the necessary actions to honor the requests, including routing them to the right fulfillment engines and orchestrating the required activities and wherever possible, we try to automate both the handoffs, as well as the work itself to improve time-to-value and consistency.

• Creation of transparency and alignment between service consumption and actual needs through the measure of actual usage of services, which gives a more accurate picture of service utilization in the form of chargebacks and show backs.

Learning Objectives:

This course enables learners to be able to:

o Process all user requests and perform the necessary actions to honor the requests, including routing them to the right fulfillment engines and orchestrating the required activities.

o Automate both the handoffs, as well as the work itself to improve time-to-value and consistency.

o Measure actual usage of services, which gives a more accurate picture of service utilization.

o Expose the cost of services consumed in the form of chargebacks and show backs.

o Collect surveys and ratings that are used to both improve the quality of service, as well as allow the service user community to provide feedback.

VII. Service Realization and Support Management

This course addresses the management of functional components where the following topics rationalized:

• Detection the potential issue causing reduction or interruption in business service. It is important to get aware and diagnose the issue first, before finding the appropriate solution

• Visibility into what is going on in the environment with visibility of information that help us understand how big the potential issue is, how important it is and what might be causing it.

• Showing what is causing the potential issue; all the details relevant to the issue and defines the path to fix the issue. Making sure all the required data about the issue is available and determines if there a way to find out the root cause, after that the criticality of the issue concluded. The issue may escalate and someone more senior in the organization brought into the discussion.

Learning Objectives:

This course enables learners to be able to:

o Detect Incidents, investigate the impacts across all domains (server, network, security, etc.), and determine the correct action to take.

o Initiate change and/or remediation activity for some categories of Incidents.

o Managing the lifecycle of all Problems. o Solve service/repeating Incidents, prevent Incidents from happening, and minimize the impact of Incidents that cannot be prevented.

o Report feedback is reported to the Requirements Management Value Stream in the form of Defects and to the Strategy Value Stream in the form of Portfolio Backlog Items (demand request).

VIII. Service Monitoring and Change Management

This course addresses the management of functional components where the following topics rationalized:

• Service Monitoring functional component that oversees creating, running, and managing monitors and measure all aspects/layers of a service such as business processes, data, application, infrastructure (system and network), and security. It is also in charge of storing all measurement results and calculating compound measurements

• Issues needs a bigger resolution than what the first or second level of support can provide becomes imperative to implement a change in the service to resolve the issue. The change made quickly and approved for deployment in a production environment. Many times, this approval will happen within a Change Approval Board (CAB); reviewed and approved by someone other than the person who made the change.

• Service change deployment within the production environments and verifying that the issue has been resolved and all appropriate steps have been taken to recover the user. When we are comfortable that the issue successfully corrected, update all the documentation and close the issue records.

Learning Objectives:

This course enables learners to be able to:

o Facilitate communication and manage the engagement and enablement of stakeholders.

o Assess risk of proposed changes and their implementation.

o Enable management of organizational changes and training needed for making a new release a success which may include oversight that ensures that these tasks are included as part of the deployment package.

o The Event functional component manages Events through the Event lifecycle for events that occur on any IT service. The Event lifecycle includes but is not limited to detecting, categorizing, filtering, analyzing, correlating, logging, prioritizing, and closing events. During the event lifecycle some categories of events can serve as initiators of Incidents and for diagnostics and remediation activities.

o Create, run, and manage monitors which measure all aspects/layers of a service such as infrastructure (system and network), application, and security.

o Storing all measurement results and calculating compound measurements. Stream and are delivered to Service Monitoring by the Fulfillment Execution functional component in the R2F Value Stream.

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