Published on February 21, 2014
Learning Services Overview SureSkills Canada 1 Rideau St #700, Ottawa, ON K1N 8S7, Canada +1 855 278 7555 SureSkills USA 7000 N. Mopac Expr. Suite 200 Austin, Texas 78731 +1 855 278 7555 SureSkills Ireland 14 Fitzwilliam Place Dublin 2, Ireland +353 1 240 2262 SureSkills UK Callender House 58-60 Upper Arthur St. Belfast, BT1 4GJ, UK +44 28 9093 5565
Corporate Overview Strategic Solution Pillars IT Solutions and Consulting Global Learning Services Service, Project and Process Management SureSkills is a rapidly growing multinational 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 Canada SureSkills USA SureSkills Ireland SureSkills UK 1 Rideau St #700, Ottawa, ON K1N 8S7, Canada 512 694 7164 7000 N. Mopac Expr. Suite 200 Austin, Texas 78731 512 694 7164 14 Fitzwilliam Place Dublin 2, Ireland +353 1 240 2262 Callender House 58-60 Upper Arthur St. Belfast, BT1 4GJ, UK +44 28 9093 5565
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
Effective Service Management – ensuring economic, effective, efficient quality best practise customer service (every time) SureSkills Canada SureSkills USA SureSkills Ireland SureSkills UK 1 Rideau St #700, Ottawa, ON K1N 8S7, Canada 512 694 7164 7000 N. Mopac Expr. Suite 200 Austin, Texas 78731 512 694 7164 14 Fitzwilliam Place Dublin 2, Ireland +353 1 240 2262 Callender House 58-60 Upper Arthur St. Belfast, BT1 4GJ, UK +44 28 9093 5565
The Service Lifecycle DESIGN TRANSITION OPERATIONS (Where Value is Delivered) • 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 CONTINUAL SERVICE IMPROVEMENT STRATEGY • Markets? ∙ Customers? • Offerings? ∙ Why Us? • Policies & Standards ∙ Costs/ Risks
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
Roadmap – ITIL Adoption Baseline Assessment • Vision? • Customer & ITSM recommendations • Baseline current environment • Identify Gaps • Prioritise Improvements • Agree measurable improvements • Define ROI • Finalise Business Case Develop Plan • Develop plan to achieve improvements • Process, procedure & work practice changes • Related ITSM toolset changes • People – education & training • Partners – agreements • Finalise Project Initiation Document Implement • Implement SIP measures as specified in PID, including data capture to support measurement Monitor & Adjust • • • • Roadmap – Service Improvement Monitor KPI Adjust to optimise impact Report on improvement Validate ROI
Benefits & Values - Business • Business aligned IT services – Value Adding Tactical – Responsive • Visibility of Costs Strategic • Consistent Service Quality • Effective Investment Decisions • Cost Justified Continual Improvement Operational
ITIL Education Structure Twenty two (22) credits to achieve the ITIL Expert level
Learning Services End to End Solutions End to End Learning Solutions • • • • 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 • •
Dublin: 14 Fitzwilliam Place, Dublin 2, Ireland Belfast: Callender House, 58-60 Upper Arthur Street, Belfast BT1 4GJ, Northern Ireland Ottawa:,1 Rideau St #700, Ottawa, ON K1N 8S7, Canada Austin: 7000 N. Mopac Expressway, Suite 200, Austin, TX 78731, USA www.sureskills.com Phone: +353-1-240-2222 Email: firstname.lastname@example.org
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