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1. Title

  • Implementing an IT Shared Services Model in the Government of Canada: Designing and Managing the Transition (SHAREDS, 5 days)
    View PDF

2. Course Pre-requisites

  • Previous experience as a manager or supervisor in a Federal government organization

3. Target Audience

  • IT Professionals who need to manage a transition to a shared services model

4. Dates and Pricing


2 People for Guaranteed Live or Virtual Delivery $2,500.00 per person

5. Outline

Module 1: Basics of a Shared Services Model

Topic 1: The Shared Services Vision

Topic 2: The Three Pillars of the Current Shared Services Stratgy

Topic 3: Defining Basic Concepts: Services, Processes, Service Providers, etc…

Topic 4: Understanding the Importance of Value, Perception, Utility and Warranty

Topic 5: Understanding the Business Case

Topic 6: Understanding the Strategic Objectives and the Target Architecture

Topic 7: Understanding the Types of Service Providers

Topic 8: The Definition of a Shared Services Model

Topic 9: Identifying Good Candidates for Transition to Shared Services

Topic 10: Common Structures for a Shared Services Implementation

Topic 11: Customer Decisions on Service Provider Types

Topic 12: Lab : Designing a Shared Services Model from a Departmental Perspective

Module 2: Designing for Shared Services – A Departmental View

Topic 1: About the Service Portfolio

Topic 2: Components of the Service Portfolio: Catalogue, Pipeline and Retired Services

Topic 3: Designing the Service Portfolio

Topic 4: Delineating Service Responsibilities – Shared Services and Departmental Services

Topic 5: About Service Portfolio Management

Topic 6: About Service Catalogue Management

Topic 7: The Service Portfolio, Shared Services and Management

Topic 8: Lab: Designing a Real World Service Portfolio

Module 3: Defining Services

Topic 1: Process Overview

Topic 2: Define the Market and Identify Customers

Topic 3: Understand the Customer

Topic 4: Quantity the Outcomes

Topic 5: Classify and Visualize the Service

Topic 6: Understand the Opportunities

Topic 7: Define Services based on Outcomes

Topic 8: About Service Models

Topic 9: Defining Service Packages

Topic 10: Common Pitfalls

Topic 11: Lab: Defining Departmental Services in a Shared Services Model

Module 4: The Art and Science of Risk

Topic 1: Essential Definitions: Risks, Risk Types and Mitigation

Topic 2: Identifying Risks and Exposure

Topic 3: Performing Risk Assessment and Prioritization

Topic 4: Concrete Techniques for Risk Assessment: SPOF, FTA and others

Topic 5: Essential Concepts in IT Service Continuity Planning in a Shared Services Environment

Topic 6: Creating an IT Service Continuity Plan for your Department

Topic 7: The Art: Where the Science doesn’t Help

Topic 8: Lab: Creating an Availability and IT Service Continuity Plan

Module 5: The Art and Science of Requirements

Topic 1: The Role of Requirements

Topic 2: What is a Good Requirement? What is a Bad Requirement?

Topic 3: About Requirement Types

Topic 4: What is the Role and Importance of Requirements in a Shared Services Implementation

Topic 5: Techniques for Eliciting, Identifying and Documenting Requirements

Topic 6: Requirements and the Transition of Services

Topic 7: Requirements and the Transition of Assets

Topic 8: About the Acceptance Criteria and Transition

Topic 9: About Functional Requirements and Shared Services

Topic 10: About Non-Functional Requirements and Shared Services

Topic 11: About Security and Shared Services

Topic 12: The Art: Where the Science doesn’t Help

Topic 13: Lab: Evolving Requirements in a Shared Services Context

Module 6: Designing the Solution, the Architecture and the Support Systems

Topic 1: Designing Service Solutions in a Shared Services Context

Topic 2: Designing Management Information Systems and Tools in a Shared Services Context

Topic 3: Designing Technology Architectures and Management Architectures

Topic 4: About the Lifecycle Plan and the Supporting Systems

Topic 5: LAB: Beginning the Design

Module 7: The Art and Science of Processes

Topic 1: What is a Process and what is not

Topic 2: The Difference between Process Engineering and Process Reengineering

Topic 3: Documenting Basic Processes

Topic 4: Describing Basic Processes Visually with BPMN

Topic 5: Advanced Documentation Strategies

Topic 6: Describing Process Interactions and Relationships Visually with BPMN

Topic 7: Designing a Process in the Real World

Topic 8: Designing a Process in the Shared Services World

Topic 9: Practical Techniques for Deigning Processes in a Shared Services Context

Topic 10: The Art: Where the Science doesn’t Help

Topic 11: LAB: Designing Processes in a Shared Services Context

Module 8: The Art and Science of Measurements and Metrics

Topic 1: Understanding CSFs, PIs, KRIs and KPIs

Topic 2: The Fundamentals: Critical Success Factors and Key Performance Indicators

Topic 3: Why KPIs are a Rare Species not to be confused with Performance Indicators

Topic 4: Creating Real KPIs that Lead to Real Improvement

Topic 5: Designing the Measurement System in a Shared Services Environment

Topic 6: The Art: Where the Science doesn’t Help

Topic 7: LAB: Creating KPIs for Identified CSFs

Module 9: The Art and Science of Transitioning Shared Services

Topic 1: Overview of Transition Processes

Topic 2: About Changes, Releases and Deployments

Topic 3: The Importance of Change Management

Topic 4: Investigating Basic Change Management and Critical Success Factors

Topic 5: Designing Change Management in a Shared Services Context

Topic 6: The Importance of Release and Deployment Management

Topic 7: Investigating Basic Release and Deployment Management and Critical Success Factors

Topic 8: Designing Release and Deployment Management in a Shared Services Context

Topic 9: The Art: Where the Science doesn’t Help

Topic 10: LAB: Creating KPIs for Identified CSFs

Module 10: The Art and Science of Operating Shared Services

Topic 1: Overview of Operational Processes

Topic 2: About Incidents, Problems and Events

Topic 3: The Importance of Event Management

Topic 4: Investigating Basic Incident Management and Critical Success Factors

Topic 5: Designing Incident Management in a Shared Services Context

Topic 6: The Importance of Problem Management

Topic 7: Investigating Basic Problem Management and Critical Success Factors

Topic 8: Designing Problem Management in a Shared Services Context

Topic 9: The Art: Where the Science doesn’t Help

Topic 10: LAB: Creating KPIs for Identified CSFs

Module 11: The Culture of Change

Topic 3: Creating an Effective Communication Plan

Topic 4: Creating an Effective Transition Plan

Topic 5: Overcoming Major Barriers

Topic 6: LAB: Culture Wars: A simulation of different points of view

Module 12: A Shared Services Simulation

Topic 1: Designing the Simulation Scenario

Topic 2: Identifying Acceptance Criteria

Topic 3: Running the Simulation

Topic 4: Assessing Results

Module 13: Round Table Discussion

Topic 1: Addressing the Primary Obstacles to an Effective Departmental Transition to the Shared Services Model

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