The use of IM/IT is a key strategy that enables all organizations to achieve their missions. Many organizations fail to maximize the potential of IM/IT due poor planning, ineffective IT support and service and technical problems. This IM/IT Client Care course is intended for IM/IT managers and practitioners. It will deliver the knowledge required to ensure efficacious and cost effective IT Support Services.

The IT Client Care course provides an integrated approach to IT Management through an integrated approach to planning, organizational structure, roles/responsibilities and service level management.

Topics to be covered include:

Characteristics of a Successful IT Client Care Framework
IT Client Care Framework - Components, Benefits and Prerequisites

• Components
• Prerequisites
• Orientation
• Readiness Assessment
• Benefits

IT Planning

• Principles
• Planning Model
• Planning Process
• CSFs
• Benefits

IT Support Roles and Responsibilities

• Context
• Structure
• Roles and Responsibilities
• Implementation Strategies
• Benefits

Section 5.0 Service Level Agreements

• Context
• Principles
• Roles and Responsibilities
• Problem Management Process
• Service Standards
• Performance Measurement
• Benefits

Integration Strategies

• Communication
• Supportive Organizational Culture
• Knowledge Transfer

Best Practices