Organization and construction of an IT service - free course from the Russian School of Management, training, date: December 5, 2023.
Miscellaneous / / December 08, 2023
The advanced training program is aimed at developing skills in building the work of an enterprise IT service. It covers topics related to IT support for the company's activities. The course will cover methods for developing and analyzing business processes, principles of organization and automation ServiceDesk, ways to form a project team, as well as the intricacies of managing the company’s IT budget and information business systems.
Expert - practitioner, business - trainer. Operations director of a large manufacturing enterprise.
Strategy. Business transformation. Balanced Scorecard
• Assessing the current strategic position, identifying possible options for business transformation.
• Analysis of industry development trends and the region where the company operates.
• Assessing the current strategic position and key risks.
• Identification of areas of strategic problems.
• Assessing the effectiveness of the organization of key business processes.
• Analysis of options for strategic development of the company.
• Assessment of development opportunities in terms of available resources and operating technologies.
• Development of strategic options for business transformation.
• Business optimization in conditions of stabilization of the market situation.
• Business contraction due to a sharp deterioration in the market situation.
• Active development in promising segments.
• Business reengineering with a radical change in strategy.
• Assessing the need and possibilities for using innovative solutions.
• Structuring and formalization of the company's strategic goals in the logic of the balanced scorecard.
• Analysis of available resources and key performance indicators.
• Transformation of strategic goals to the level of processes and projects.
• Interpretation of strategic goals at the level of financial prospects.
• Identification of cause-and-effect relationships between performance indicators.
Business model. Strategic, tactical and operational management of business processes
• The company's business model in the representation of a set of business processes.
• Definition of a complete set of business processes of the organization and their detailing into components.
• Identification of factors of non-optimality and inconsistency of business processes.
• Designing target performance indicators for each component (process).
• Transformation of goals and to the process level.
• Application of the matrix of distribution of powers and responsibilities in the business process management system.
• Synthesis of target (innovative) business models and business processes taking into account: development strategy, performance targets, available resources and operational technologies.
• Implementation of targeted (innovative) business models and business processes.
• Forecasting and planning (tactical, operational).
• Synchronization of business processes through the development of a system of tactical and operational planning.
• Design and implementation of an interconnected planning system: in volumetric (quantitative), nomenclature, financial parameters.
• Identification of problem areas in the system of tactical and operational planning of one’s own organization.
• Designing an organization model in the form of “technological stages”.
• Transformation of strategic level plans to the tactical level.
• Synchronization of tactical and operational level plans.
• Introduction of a system of interconnected forecasting and planning.
• Strategic Development Service. Company development platform. Functions and resources of the development director.
• Development and implementation of company strategy.
• Unified system of strategic management of the company.
• Strategic session. Stages and format of the strategic session. Planning a strategic session (case studies). Preparatory and organizational work. Information Support. Conducting a strategic session. Materials of the strategic session. Session results. Processing session results.
• Strategy formulation. Development of strategic decisions. Hierarchy of company strategies.
IT department as a service organization in a crisis. Organization and automation of ServiceDesk
• Requirements for IT service and its classification.
• Systemic and integrated, process and functional approaches.
• Modern information service. Basic processes.
• Balancing the interests of the owner, IT department employees, clients, colleagues and partners.
• Technical support for IT services.
• Information and staffing support for IT services.
• Features of the creation, implementation and operation of a digital system with artificial intelligence.
• Sincere information service. Corporate culture of the IT department and features of employee motivation.
• Practical development of a digital catalog of services and implementation of IT services.
• IT service implementation project management and information service prospects.
Management of business information systems. Innovation in IT
• Types of information systems (IS) and the business problems they solve. Automation of business processes.
• A little about IT strategy and business value creation. CoBIT.
• Types of information systems and their users. Fundamentals of modern IC architecture.
• Catalog of information systems: ERP, HRMS, CRM, PPM, BPM/CPM, PLM, BI.
• Typical problems with the implementation and use of IS.
• Scenarios for successful IS implementation. When should you hire external consultants?
• Integration of IS among themselves. Data consistency problem.
• Corporate storage (Data warehouse). Processing large volumes of data.
Project team management
• Project team: composition, structure, characteristics.
• Defining the roles of project team members (according to M. Belbin).
• Tasks of forming a project team.
• Project manager competency model using the “PMI talent triangle” (key skill groups).
• Determining the types of motivation of project team members.
• Tools and methods for project team management.
• Development of interpersonal relationships in the team, effective decision making.
• Features of a remote team.
• Specifics of the role of a manager managing employees remotely.
• Main tasks and difficulties of remote management.
• Main channels of remote communications.
• Overcoming information distortions in remote communication.
• How to establish constructive communication remotely.