Building a Service Culture

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Course Description

The basis for IT service provider organizations to deliver better value to their business customers begins with creating a “service culture.” Service culture is much more pervasive than a simple “customer service” perspective; it pervades what we do, how we do it, why we do it, and provides the fundamental basis for how to establish more efficient and more effective IT organizations.

Who Should Attend?

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Outline

  • Services and Outcomes
  • The Value of IT
  • Developing Specialized Organizational Capabilities
  • Understanding Service View
  • The Service Lifecycle
    • Strategy
    • Design
    • Transition
    • Operations
    • Improvement
  • Implications of Services
    • Governance
    • Processes
    • Procedures
    • Cross-functional activities
    • Risk Management
    • Organizational Change
    • Metrics and Measurements
    • Reporting and SLAs
  • Moving to a Service Culture
    • Establishing Services
    • Controlling Service Changes
    • Building and Maintaining Alignment
    • Playing your Position, but understanding the team’s goals and objectives

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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