Learning Services Overview

SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731+1 855 278 7555

SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262

SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565

SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada+1 855 278 7555

Corporate OverviewStrategic Solution Pillars

IT Solutions and Consulting

Service, Project and Process Management

Global LearningServices

SureSkills is a rapidly growing multi-national services company offering a range of Technical IT, Business Skills, Service Management and IT Infrastructure Training and Consulting to some of the world's leading companies since 1993.

PRINCE2 PROJECT MANAGEMENT- Framework & Methodology

SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731512 694 7164

SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262

SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565

SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada512 694 7164

What is PRINCE2?

Structured methodology for effective Project Management Project framework, which is flexible & adaptable Designed to manage any project in any type of environment Best Practice - (ISO20000; ISO9000; Six Sigma; ITIL; others) Now pre-requisite for many Irish & European (public sector)

projects

SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731512 694 7164

SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262

SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565

SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada512 694 7164

Effective Service Management – ensuring economic, effective, efficient quality best practise customer service

(every time)

The Service Lifecycle

STRATEGY

DESIGN

TRANSITION

OPERATIONS(Where Value is Delivered)

• Markets? ∙ Customers?• Offerings? ∙ Why

Us?• Policies & Standards ∙ Costs/

Risks• Service Level ∙ Service Catalog

Mgmt• Utility & Warranty (Availability,

Capacity, Continuity, Security)• Supplier Management

• Change, Release & Deployment• Service Asset & Configuration• Validation & Testing• Knowledge Mgmt

• Service Desk ∙ Event Mgmt

• Incident Mgmt ∙ Problem Mgmt• Service Request ∙ Access Mgmt

CO

NT

INU

AL

SE

RV

ICE

IM

PR

OV

EM

EN

T

What Does it Mean to an Organization• Process Based Approach

– defined processes– information capture– measured activity– effectiveness & efficiency through process management

• Defined & Managed services– utility– warranty

• Improved Management Visibility• Management by Exception• Quality of Service• Efficiency of Resource Utilization• Focus on Customer & Needs• Customer Satisfaction• Streamline Through Automation

Act / Escalate

Prioritise / Filter

Record / Capture

Roadmap – ITIL Adoption

BaselineAssessment

DevelopPlan

Implement Monitor &Adjust

• Vision?• Customer & ITSM

recommendations• Baseline current

environment• Identify Gaps• Prioritise Improvements• Agree measurable

improvements• Define ROI• Finalise Business Case

• Develop plan to achieve improvements

• Process, procedure & work practice changes

• Related ITSM toolset changes

• People – education & training

• Partners – agreements• Finalise Project Initiation

Document

• Implement SIP measures as specified in PID, including data capture to support measurement

• Monitor KPI• Adjust to optimise impact• Report on improvement• Validate ROI

Roadmap – Service Improvement

Benefits & Values - Business

• Business aligned IT services– Value Adding

– Responsive

• Visibility of Costs• Consistent Service Quality• Effective Investment Decisions• Cost Justified Continual Improvement

Operational

Strategic

Tactical

ITIL Education Structure

Twenty two (22) credits to achieve the ITIL Expert level

• Strategic, Program & Course Level Design• Individual, Organization and Business Performance Objectives• Multi-Channel Instructional Design (Sales, Support, Customer,

Channel)• Unified Content Lifecycles, DITA

• Learning Paths and Curriculum Development• Competency Driven Messaging• Multi-Method Delivery (ILT, WBT, Mobile and Virtual Learning)• Performance Assessment & Global Certification Development• Translation and Localization Services

• End-User Help Desk Support for Learning Management Systems

• Course & Exam Validation and LMS Large Scale Content Migration

• Performance & Analytical Reporting

End to End Learning Solutions

Learning ServicesEnd to End Solutions

Dublin: 14 Fitzwilliam Place, Dublin 2, IrelandBelfast: Callender House, 58-60 Upper Arthur Street, Belfast BT1 4GJ, Northern Ireland

Ottawa:,1 Rideau St #700, Ottawa,  ON K1N 8S7, CanadaAustin: 7000 N. Mopac Expressway, Suite 200, Austin, TX 78731, USA

www.sureskills.com Phone: +353-1-240-2222 Email: info@sureskills.com