8/9/2019 Ict Services Management v2
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Module 3: Business StrategyObjective: Define, strategize and
plan the business of ICT services in the organizationTopics:
Business Model
People, Process, Technology, Culture, and Legality
Enterprise Architecture
Strategic Plan
Action Plan
Resource Plan Financial Work Plan
Marketing Plan
Risk Management Plan
Business Key Performance Indicators
Module 4: Solution DevelopmentObjective: Identify the
methodology and processes in building the ICT services and
productsTopics:
Life-Cycle Framework
Acquisition Strategy
Business Analysis Model
Solution Readiness Assessment
Module 5: Service Operation ProcessesObjective: Identify the
methodology and processes in providing support and maintenance in
thedelivery of ICT services and productsTopics:
Service Level Management
Configuration Management Database
Service Desk
Strategic and Tactical Processes
Operations Critical Success Factors and Performance
Measurement
Module 6: IT Security ManagementObjective: How to insure the
integrity of ICT services and products in the
organization?Topics:
Security Domains
Security Standards Security Software
Risk and Threats Profile
Module 7: Open Standard SoftwareObjective: How to use open
standard software to manage ICT Services?Topics:
Service Desk
Configuration Database
Document Management
Tracking and Monitoring
Participants Activity Output:
At the end of the training the participants accomplishments are
represented by the followingdocuments.
1. ICT Services Capability Maturity Assessment Matrix2. Business
Key Performance Indicators of ICT Service Management3. ICT Services
Manager Terms of References4. Solution Business Readiness
Assessment Template5. ICT Services Performance Measurement6. ICT
Services Security Risks and Threats Profile
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