sureskills north american services
DESCRIPTION
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. This slideshare is an overview of SureSkills Learning Services including: PRINCE2 & ITIL training and certification. SureSkills are offering accredited APMG ATO PRINCE2 training in Ottawa, Canada with additional dates to be confirmed across North America.TRANSCRIPT
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]