Implementing an IT Shared Services Model in the Government of Canada: Designing and Managing the Transition
(SHAREDS, Live Instructor-Led Training, 5 days)


Description

This SETC Certified course focuses on the technical discipline of implementing an IT service management model based on a shared services approach. Beginning with the art and science of enterprise architecture, the course navigates through a complex maze of theoretical and practical concepts including business case development, requirements management, process engineering, measurements and metrics, risk analysis and governance. The course concludes with a thorough discussion of the cultural and organizational factors that either facilitate or impede organizational change. A complete discussion related mitigation factors is also included. The course concludes with 2 exciting learning activities: a full simulation of a shared services working model and a working group which focuses on real work transition planning from a process approach.

Dates and Pricing


Jan 8 to Jan 12, 2018$2,500/person Feb 5 to Feb 9, 2018$2,500/person Mar 5 to Mar 9, 2018$2,500/person

Outline

Basics of a Shared Services Model
The Shared Services Vision
The Three Pillars of the Current Shared Services Stratgy
Defining Basic Concepts: Services, Processes, Service Providers, etc…
Understanding the Importance of Value, Perception, Utility and Warranty
Understanding the Business Case
Understanding the Strategic Objectives and the Target Architecture
Understanding the Types of Service Providers
The Definition of a Shared Services Model
Identifying Good Candidates for Transition to Shared Services
Common Structures for a Shared Services Implementation
Customer Decisions on Service Provider Types
Lab : Designing a Shared Services Model from a Departmental Perspective
Designing for Shared Services – A Departmental View
About the Service Portfolio
Components of the Service Portfolio: Catalogue, Pipeline and Retired Services
Designing the Service Portfolio
Delineating Service Responsibilities – Shared Services and Departmental Services
About Service Portfolio Management
About Service Catalogue Management
The Service Portfolio, Shared Services and Management
Lab: Designing a Real World Service Portfolio
Defining Services
Process Overview
Define the Market and Identify Customers
Understand the Customer
Quantity the Outcomes
Classify and Visualize the Service
Understand the Opportunities
Define Services based on Outcomes
About Service Models
Defining Service Packages
Common Pitfalls
Lab: Defining Departmental Services in a Shared Services Model
The Art and Science of Risk
Essential Definitions: Risks, Risk Types and Mitigation
Identifying Risks and Exposure
Performing Risk Assessment and Prioritization
Concrete Techniques for Risk Assessment: SPOF, FTA and others
Essential Concepts in IT Service Continuity Planning in a Shared Services Environment
Creating an IT Service Continuity Plan for your Department
The Art: Where the Science doesn’t Help
Lab: Creating an Availability and IT Service Continuity Plan
The Art and Science of Requirements
The Role of Requirements
What is a Good Requirement? What is a Bad Requirement?
About Requirement Types
What is the Role and Importance of Requirements in a Shared Services Implementation
Techniques for Eliciting, Identifying and Documenting Requirements
Requirements and the Transition of Services
Requirements and the Transition of Assets
About the Acceptance Criteria and Transition
About Functional Requirements and Shared Services
About Non-Functional Requirements and Shared Services
About Security and Shared Services
The Art: Where the Science doesn’t Help
Lab: Evolving Requirements in a Shared Services Context
Designing the Solution, the Architecture and the Support Systems
Designing Service Solutions in a Shared Services Context
Designing Management Information Systems and Tools in a Shared Services Context
Designing Technology Architectures and Management Architectures
About the Lifecycle Plan and the Supporting Systems
LAB: Beginning the Design
The Art and Science of Processes
What is a Process and what is not
The Difference between Process Engineering and Process Reengineering
Documenting Basic Processes
Describing Basic Processes Visually with BPMN
Advanced Documentation Strategies
Describing Process Interactions and Relationships Visually with BPMN
Designing a Process in the Real World
Designing a Process in the Shared Services World
Practical Techniques for Deigning Processes in a Shared Services Context
The Art: Where the Science doesn’t Help
LAB: Designing Processes in a Shared Services Context
The Art and Science of Measurements and Metrics
Understanding CSFs, PIs, KRIs and KPIs
The Fundamentals: Critical Success Factors and Key Performance Indicators
Why KPIs are a Rare Species not to be confused with Performance Indicators
Creating Real KPIs that Lead to Real Improvement
Designing the Measurement System in a Shared Services Environment
The Art: Where the Science doesn’t Help
LAB: Creating KPIs for Identified CSFs
The Art and Science of Transitioning Shared Services
Overview of Transition Processes
About Changes, Releases and Deployments
The Importance of Change Management
Investigating Basic Change Management and Critical Success Factors
Designing Change Management in a Shared Services Context
The Importance of Release and Deployment Management
Investigating Basic Release and Deployment Management and Critical Success Factors
Designing Release and Deployment Management in a Shared Services Context
The Art: Where the Science doesn’t Help
LAB: Creating KPIs for Identified CSFs
The Art and Science of Operating Shared Services
Overview of Operational Processes
About Incidents, Problems and Events
The Importance of Event Management
Investigating Basic Incident Management and Critical Success Factors
Designing Incident Management in a Shared Services Context
The Importance of Problem Management
Investigating Basic Problem Management and Critical Success Factors
Designing Problem Management in a Shared Services Context
The Art: Where the Science doesn’t Help
LAB: Creating KPIs for Identified CSFs
The Culture of Change
Creating an Effective Communication Plan
Creating an Effective Transition Plan
Overcoming Major Barriers
LAB: Culture Wars: A simulation of different points of view
A Shared Services Simulation
Designing the Simulation Scenario
Identifying Acceptance Criteria
Running the Simulation
Assessing Results
Round Table Discussion
Addressing the Primary Obstacles to an Effective Departmental Transition to the Shared Services Model