Process Training: Design & Implement a Shared Services Model


Course Delivery

Live Instructor-Led Training

Course Description

The course Design & Implement a Shared Services Model (Process Training) focuses on implementing an IT service management model based on a shared services approach. The training begins with enterprise architecture followed by an in-depth discussion of business case development, requirements management, process engineering, measurements & metrics, risk analysis and governance. The course concludes with a look at the cultural and organizational factors that either facilitate or impede organizational change. A complete discussion of related mitigation factors is also included.

Course Dates and Pricing


Mar 5 - 9, 2018$2,775.00Apr 24 - 27, 2018$2,500.00May 22 - 25, 2018$2,500.00Jun 19 - 22, 2018$2,500.00

Course 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

Course Locations

  • Ottawa

  • Montreal

  • Toronto

Related Process Management Training

Leadership Training: Lean Management for Speed & Control

Services matter and service delivery matters more. The rapid pace of change in the current business context requires organizations to be lean and adaptable. Your organization must be able to deliver high quality services with speed and control. The course Lean Management for Speed & Control (Leadership Training) will take you through the entire Lean Six Sigma process, review the fundamentals of change management, and using real-world case studies, outline concrete strategies and techniques to refine your business processes, while avoiding common pitfalls and risks. Training course titled Leadership Training: Lean Management for Speed & Control that will allow you to hone your professional skills.

Feb 28 - Mar 2, 2018$1,675.00Mar 27 - 29, 2018$1,675.00Apr 11 - 13, 2018$1,499.00May 9 - 11, 2018$1,499.00Jun 6 - 8, 2018$1,499.00

Process Training: Process Reengineering from A to Z

The course Process Reengineering from A to Z (Process Training) covers every aspect or the art and science of business process reengineering. The course begins by providing a clear and precise definition of a process: what it is and what it is not. This is followed by an in depth discussion of the business process reengineering process including identification of requirements, identification of current and future states as well as business process modeling & BPMN. A detailed discussion of the concepts of performance measurement, process design and modeling and governance is also included. Training course titled Process Training: Process Reengineering from A to Z that will allow you to hone your professional skills.

Mar 14 - 16, 2018$1,675.00Apr 25 - 27, 2018$2,250.00May 23 - 25, 2018$2,250.00Jun 20 - 22, 2018$2,250.00

Process Training: Processes for Performance & Predictability

The course Processes for Performance & Predictability (Process Training) explores the practical elements of process design & management. The training covers process management terminology & concepts and includes everything that you need to design, implement & monitor business processes within your organization. Training course titled Process Training: Processes for Performance & Predictability that will allow you to hone your professional skills.

Mar 12 - 13, 2018$1,150.00Apr 9 - 10, 2018$1,150.00May 7 - 8, 2018$1,150.00Jun 4 - 5, 2018$1,150.00

Business Analysis Training: Reengineering Processes

The course Reengineering Processes (Business Analysis Training) is a complete study of business process engineering & reengineering. The course covers process terminology & concepts, as well as strategies for analysis of the as-is process and design & implementation of the to-be process. The training includes an in depth discussion of business process reengineering activities including identification of requirements, identification of current and future states as well as BPMN & other tools. Performance measurement, KPIs & change management as also dicussed in this training course. Training course titled Business Analysis Training: Reengineering Processes that will allow you to hone your professional skills.

Mar 20 - 23, 2018$2,775.00Apr 24 - 27, 2018$2,775.00May 22 - 25, 2018$2,775.00Jun 19 - 22, 2018$2,775.00