Foundations of IT Governance

• Why Do Organizations Need an IT/Business Governance Policy and Process
• Value propositions from Best-in-Class Companies on Governance
• Key IT Resources and Functions to be Managed
• Three Critical Pillars of IT Governance – Organization/People, Process and Technology
• Results of Ineffective IT Governance
• Steps in Making IT Governance Real
• A Generic Governance Process Improvement Model
• A First Step – Understand Current Maturity of IT Governance

Integrated IT Governance Framework and Roadmap

• Benefits of Using an Integrated IT Governance Framework
• Integrated IT Governance Framework and Roadmap
• Select Examples of Current and Emerging Business/IT Strategy and Governance Best Practice Reference Models, Frameworks and Standards

IT Service Management and Delivery (ITSMD) Excellence

• Principles for Achieving IT Service Management and Delivery Excellence
• Benefits of IT Service Management and Delivery
• What is ITIL and Why is ITIL Different?
• ITIL Framework and an Overview of the Twelve Process Areas of ITIL (e.g. configuration mgt., asset/financial mgt., incident mgt., problem mgt., change mgt., release mgt., service level mgt., capacity mgt., service continuity mgt., capacity, mgt, etc.)
• Steps in Making ITIL Real
• IT Service management and Delivery Assessment Maturity Model
• Conducting a ITSMD Health Check
• Select ITSMD Metrics

Outsourcing and Vendor Management Excellence

• The IT Balancing Dilemma
• The Outsourcing Decision-Making Scorecard
• Major Outsourcing Trends, Issues and Challenges
• Differences Between Domestic and Off Shore Deals
• Empowering Executives to Outsource
• Vendor Selection Process Flow
• Key Vendor Evaluation Criteria
• Key Governance Roles, Processes and KPIs
• Summary Steps in Vendor/Outsourcing Selection, Contract Negotiations and Management

Performance Management, Management Controls and Risk Management

• Principles for Achieving Performance Management Excellence
• What Key Performance Indicators Should Be Tracked?
• Linking Critical Success Factors to Key Performance Indicators
• Governance Calendar and Balanced Scorecard
• Select Examples of KPIs in Support of IT Governance Components
• Key IT Management Controls
• Risk Assessment, Management and Mitigation