Operational effectiveness
Content
Operational Effectiveness is a discipline of excellence that fuels the right culture into IT people veins to make them achieve what business expects. Operational Effectiveness is a foundation of Business Alignment. When IT managers are seeking Operational Effectiveness, they naturally bend towards ITSM best-practices. ITSM best-practices provide guidance for quality, effectiveness, and efficiency that sharpen overall company capabilities and build the suited Supply-Chain able to deliver world-class Services.
IT Supply Chain
The core IT Supply Chain : Change, Project, and Release
► Main objectives of Change Management
IT organization structures
People effectiveness
Motivation and evolution of Service-Desk agents
► Turnover, motivation, perspectives: issues and challenges - what are the facts?
► Actions to be conducted: Raise awareness on the full picture
► Actions (suite): Rethink SD contribution into the IT Supply-Chain and empower its role
► Actions (suite): Break with the routine and require performance
Change the approach of ITSM training, a necessity for the future
► The challenge: a large scale to cover, with intangible soft skills
► The situation: poor results, limits of MCQ, and understanding failure
► The proposition: importance to ITSM, complementary aspects, and conclusion
